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

Topic	Details
Topic 1	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 2	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 3	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 4	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 5	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.

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q40-Q45):

NEW QUESTION # 40
Which of the following describes the purpose of the service desk practice desk practice?

A. To systematically observe services and service components, and record and report selected changes of state
B. To ensure that the demand tor incident resolution and service requests is captured
C. To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
D. To minimize the negative impact of incidents by restoring normal service operation as quickly possible

Answer: B

Explanation:
The primary purpose of the service desk practice, according to ITIL 4, is to capture demand for incident resolution and service requests. The service desk acts as the communication point for IT users, ensuring that their issues and requests are recorded and handled. This function is critical for maintaining service quality and efficiency, as it allows the organization to quickly respond to incidents and ensure user needs are met.
Option B descres the purpose of incident management, not the service desk.
Option C refers to problem management, which focuses on identifying and reducing potential causes of incidents.
Option D describes monitoring and event management, which involves systematically observing services and components.

NEW QUESTION # 41
A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?

A. Define a strategy for monitoring and event management
B. Ensure decentralized monitoring across the technical teams
C. Use machine learning to detect event patterns
D. Use artificial intelligence to make sense of ambiguous events

Answer: A

Explanation:
The first step in establishing and automating an integrated monitoring and event management practice is to define a strategy. A well-defined strategy ensures that all teams are aligned, using standardized processes and tools for event detection, handling, and resolution. Without a strategy, it would be difficult to achieve the integration and automation needed across different teams using different tools.
Strategy for Monitoring and Event Management: This strategy will guide how monitoring tools are selected, integrated, and used consistently across the organization, ensuring all teams follow a unified approach.
Option A ("Define a strategy for monitoring and event management") is the correct answer because it lays the foundation for integrating and automating the practice.
Incorrect Options:
Option B: Machine learning can help detect patterns but is not the first step in creating an integrated approach.
Option C: Artificial intelligence is useful later in the process, once the system is integrated.
Option D: Decentralized monitoring would work against integration, as it perpetuates siloed efforts.

NEW QUESTION # 42
Which third party contribution to problem management should NOT be documented in a problem model?

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

Answer: D

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 # 43
What should the service request management practice handle in order to support the agreed quality of a service?

A. Requests that initiate an agreed service action
B. Requests to determine the root cause of an incident
C. Requests for design of a new service
D. Requests to resolve an interruption to an agreed service

Answer: A

Explanation:
The service request management practice in ITIL 4 is responsible for handling all pre-defined, user-initiated service requests. These are typically requests for something that is already part of an agreed-upon service offering (for example, password resets or access to software).
Agreed Service Actions: This refers to standard service actions that are defined and documented, such as software access or user account creation. Service request management ensures that such requests are handled efficiently and in line with agreed service levels.
Option A ("Requests that initiate an agreed service action") is the correct answer, as it aligns with the purpose of service request management, which is to handle routine requests for agreed service actions.
Incorrect Options:
Option B: Requesting the design of a new service falls under service design, not service request management.
Option C: Requests to resolve an interruption to a service are incidents, not service requests.
Option D: Determining the root cause of an incident relates to problem management, not service request management.

NEW QUESTION # 44
Which is a practice success factor of the problem management practice?

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

Answer: D

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 # 45
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NEW ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL TEST TUTORIAL, RELIABLE ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL DUMPS EBOOK

New ITIL-4-Specialist-Monitor-Support-Fulfil Test Tutorial, Reliable ITIL-4-Specialist-Monitor-Support-Fulfil Dumps Ebook