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Professional Examinations ITIL-4-Specialist-Monitor-Support-Fulfil Actual Questions to pass ITIL 4 Specialist: Monitor, Support, Fulfil Exam - Recommend by Experts

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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:

Topic
Details

Topic 1

Introduction to Monitor, Support, Fulfil: This section of the exam evaluates the capabilities of IT service management experts and explores the core concepts of Monitor, Support, and Fulfil value chain activities in the ITIL 4 framework.

Topic 2

Problem Management: This section of the exam evaluates the skills of IT service managers and analysts, addressing both anticipatory and responsive facets of problem management.

Topic 3

Service Request Management: This section of the exam appraises the abilities of IT fulfillment teams to focus on the streamlined processing of service requests. It explores creating and administering service request catalogs and tactics to enhance user satisfaction.

Topic 4

Monitor and Event Management: This section of the exam assesses the competencies of IT operations managers and service desk staff, focusing on the fundamentals and applications of IT service monitoring and event handling. It examines the implementation of robust monitoring systems.

Topic 5

Incident Management: This section of the exam gauges the proficiency of incident managers and support personnel, encompassing the entire lifecycle of incident management from initial detection to final resolution.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q44-Q49):

NEW QUESTION # 44
When a specialist performing proactive problem identification decides NOT to register a problem, they may also decide NOT to notify the initiator of the problem. What is the usual reason for this?

A. The information was pulled from an external source
B. The incidents caused by this problem have already been closed
C. The problem has not caused any incidents
D. The information was pushed from an internal source

Answer: C

Explanation:
When a problem has not caused any incidents, the specialist may decide not to register or notify the initiator. This approach is based on the proactive identification of potential issues that have yet to impact the service. Since the problem has not resulted in any service disruptions, it may be deprioritized or monitored without immediate escalation.

NEW QUESTION # 45
Which is a practice success factor of the problem management practice?

A. Problem control
B. Optimizing problem resolution and mitigation
C. Proactive problem identification
D. Reactive problem identification

Answer: C

Explanation:
A key success factor for problem management is proactive problem identification, which focuses on finding potential problems before incidents occur. This approach helps reduce future incidents by addressing root causes early on. It aligns with ITIL's emphasis on continual improvement and proactive problem management.
Reactive problem identification happens after incidents occur, but proactive identification helps to prevent incidents before they happen.
Problem control and optimizing resolution are important steps but not as crucial as proactively identifying problems.

NEW QUESTION # 46
Which third party contribution to problem management should NOT be documented in a problem model?

A. How the third party helps to develop the problem management practice
B. How the third party identifies and logs problems
C. How the third party helps to investigate specific types of problem
D. How the third party documents workarounds for problems

Answer: A

Explanation:
A problem model documents the steps needed to manage a specific type of problem, including how third parties contribute to resolving it. While third parties may assist in identifying and investigating problems or providing workarounds, contributing to the development of the problem management practice is not typically included in a problem model. Problem models are focused on the operational aspects of managing recurring issues, rather than the broader development of practices.
Third-Party Contributions: Problem models are designed to document how third parties assist in resolving specific types of problems (e.g., helping with investigations, logging problems, or providing workarounds). These models focus on practical, actionable contributions directly related to problem resolution.
Option C ("How the third party helps to develop the problem management practice") is the correct answer because problem models do not typically include strategic contributions to the overall practice; they focus on operational activities.
Incorret Options:
Option A: Involvement in investigating problems is relevant to problem models.
Option B: Documenting workarounds is essential for problem management.
Option D: Logging problems is part of operational problem management.

NEW QUESTION # 47
Which capability level shows that the problem management practice is defined.
Achieve its purpose, and is integrated with other practices?

A. Level 4
B. Level 5
C. Level 2
D. Level 3

Answer: D

Explanation:
At capability level 3, a practice is defined, achieves its purpose, and is integrated with other practices. This level indicates that the practice is functioning consistently across the organization and that it has been formalized and integrated into the organization's processes.
Level 3 (Answer B - Correct): At this level, the problem management practice has been properly defined and integrated with other service management practices, such as incident management and change enablement. The organization has established workflows and procedures to ensure that problems are managed effectively.
Level 2 (Answer A - Incorrect): Level 2 reflects that the practice is in place but not fully defined or integrated with other practices.
Level 4 (Answer C - Incorrect): Level 4 indicates that the practice is quantitatively managed, with performance metrics and data used to drive continuous improvement.
Level 5 (Answer D - Incorrect): Level 5 reflects that the practice is optimized and fully integrated with other practices, with a strong focus on continual improvement.
ITIL 4 Reference:
Problem Management Practice Maturity: Capability levels help organizations assess the maturity of their practices, with level 3 representing a well-defined and integrated practice.

NEW QUESTION # 48
Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

A. CMDB
B. Service level agreements
C. Service request catalogue
D. Service request model

Answer: B

Explanation:
Information about constraints on service request fulfillment, including those imposed by third parties, is typically found in Service Level Agreements (SLAs). SLAs define the agreed-upon levels of service, including response times, resolution times, and any constraints or dependencies that may affect service fulfillment.
Service Level Agreements (Answer A - Correct): SLAs document the terms of service between the service provider and the customer, including the limitations and constraints imposed by third parties. This ensures that both the provider and the customer are aware of potential delays or issues that could arise due to third-party involvement.
Service Request Catalogue (Answer B - Incorrect): The service request catalogue lists the available services and requests but does not typically detail constraints related to third parties.
Service Request Model (Answer C - Incorrect): Service request models outline the steps to fulfill specific service requests but do not usually contain detailed information about third-party constraints.
CMDB (Answer D - Incorrect): The Configuration Management Database (CMDB) contains information about configuration items (CIs) and their relationships, but it is not the primary source for details on third-party constraints affecting service request fulfillment.
ITIL 4 Reference:
Service Level Management Practice: SLAs include details about service constraints and obligations, ensuring transparency between service providers and customers regarding service fulfillment expectations.

NEW QUESTION # 49
......

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