Latest ITIL-4-Specialist-Monitor-Support-Fulfil Braindumps Questions - ITIL-4-Specialist-Monitor-Support-Fulfil Top Dumps

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

Topic	Details
Topic 1	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.
Topic 2	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 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	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 5	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.

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q167-Q172):

NEW QUESTION # 167
An organization is implementing a new service configuration management system. How will incident management practice benefit from it?

A. The system will help to detect incidents
B. The system will help to collect user's feedback
C. The system will help manage incident records
D. The system will help to diagnose incidents

Answer: D

Explanation:
A Service Configuration Management System (CMS) or Configuration Management Database (CMDB) stores detailed information about the configuration items (CIs) and their relationships. This data is crucial for diagnosing incidents by providing insight into which components may be causing or affected by an incident.
Diagnosing Incidents (Answer C - Correct): A CMS helps Incident Management by providing valuable data about the configuration items involved in an incident. By understanding the relationships between different components, the system can help identify the root cause of incidents more effectively.
Detecting Incidents (Answer A - Incorrect): Incident detection is typically handled by monitoring tools rather than the CMS. The CMS supports diagnosis but does not directly detect incidents.
Managing Incident Records (Answer B - Incorrect): Incident records are typically managed in an IT service management (ITSM) tool. While the CMS contains valuable configuration data, it is not primarily used to manage incident records.
Collecting User Feedback (Answer D - Incorrect): The CMS is not used to collect user feedback. Feedback is typically gathered through the Service Desk or other user interaction systems.
ITIL 4 Reference:
Incident Management Practice: The CMS provides essential data for diagnosing incidents by giving a clear picture of the affected configuration items and their interdependencies.

NEW QUESTION # 168
What problem management process or activity is MOST LIKELY to have a dependency on third parties?

A. Error control
B. Problem prioritization
C. Reactive problem identification
D. Creation of problem models

Answer: A

Explanation:
Error control is most likely to have a dependency on third parties, especially when the errors are related to third-party software or services. This process involves managing known errors and may require input from vendors or suppliers to provide patches, updates, or other fixes. As a result, coordination with external partners is often essential in resolving such issues.

NEW QUESTION # 169
Which of the following is NOT a benefit of the 'incident management' practice?

A. Higher client and employee satisfaction
B. Fulfilment of the SLAs with service consumers
C. Reduced losses caused by IT service unavailability
D. Reduced knowledge capture and reuse

Answer: D

Explanation:
The Incident Management practice in ITIL 4 provides several benefits, including the fulfillment of SLAs, improving client and employee satisfaction, and reducing losses caused by service unavailability. However, reduced knowledge capture and reuse is not a benefit; in fact, knowledge capture and reuse are key goals of incident management to ensure that lessons learned from incidents are applied to prevent future issues. Proper documentation and sharing of knowledge ensure continuous improvement and efficiency in resolving incidents.

NEW QUESTION # 170
A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

A. Separation of problem control and error control
B. Integration with incident management records
C. Integration with knowledge bases
D. Practice measurement and reporting

Answer: B

Explanation:
For proactive problem identification, the ability to correlate and analyze data from incident management records is crucial. By integrating problem management tools with incident management, the organization can detect patterns of recurring incidents, helping identify potential problems before they escalate. Automation capabilities that link these two practices will allow the service provider to enhance its proactive problem management capabilities, focusing on long-term solutions to reduce incident occurrence.

NEW QUESTION # 171
Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

A. It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.
B. It is not important to integrate third parties into incident Information exchange workflows.
C. It is not important to ensure third parties' adherence to organization's policies.
D. It is important to ensure that third parties adhere to the Incident management policies established by their customers.

Answer: D

Explanation:
In ITIL 4, third-party suppliers and partners are essential components of the Service Value System. For effective Incident Management, it is critical that third-party suppliers align with the incident management policies of their customers.
Adhering to Customer Policies (Answer C - Correct): ITIL stresses the importance of ensuring that external partners and suppliers follow the incident management processes and policies established by their customers. This ensures consistency in handling incidents and contributes to seamless service restoration across the supply chain. The Supplier Management practice emphasizes the need for agreements that include clear expectations for incident handling and adherence to customer policies.
Designing Incident Management Processes to Copy Customer Processes (Answer D - Incorrect): While third parties should align with customer policies, they do not need to design their incident management processes as an exact copy of their customers' processes. Instead, they should ensure that their processes are compatible and work seamlessly with the customer's incident management framework.
Not Important to Ensure Adherence (Answer A - Incorrect): It is crucial to ensure that third parties adhere to the organization's incident management policies. Failing to do so can result in inconsistent incident handling, delays in resolution, and misalignment in service levels.
Incident Information Exchange (Answer B - Incorrect): Integrating third parties into incident information exchange workflows is essential for effective collaboration. Information sharing is crucial for timely and effective incident resolution.
ITIL 4 Reference:
Supplier Management Practice: Ensures that suppliers meet their contractual obligations and follow the agreed-upon incident management processes, enabling seamless handling of incidents.
Incident Management Practice: Third-party involvement in incident management is often critical, especially when they provide key services or components that are part of the service offering.

NEW QUESTION # 172
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