PEOPLECERT ITIL-4-Specialist-Monitor-Support-Fulfil Exam Questions Answers

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ITIL 4 Specialist: Monitor, Support, Fulfil Exam ITIL-4-Specialist-Monitor-Support-Fulfil Questions and Answers

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Total Questions: 166

Questions & Answers PDF

• Question 1

  

  Which third party contribution to problem management should NOT be documented in a problem model?

  • How the third party helps to investigate specific types of problem
  • How the third party documents workarounds for problems
  • How the third party helps to develop the problem management practice
  • How the third party identifies and logs problems

  Reveal Answer Answer: C Next Question

• Question 2

  

  Which two fields are typically included when a problem record is created?

  • Investigation results
  • Problem solution
  • Associated configuration items
  • Affected services
  • 1 and 2
  • 2 and 3
  • 3 and 4
  • 1 and 4

  Reveal Answer Answer: C Next Question

• Question 3

  

  Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?

  • The monitoring data is available when needed and meets the user requirements
  • The responsibility for the approach to monitoring and event management is clearly defined
  • The key users of the monitoring data and their requirements are identified
  • Trends are analysed and used to predict the event occurrence

  Reveal Answer Answer: A Next Question

• Question 4

  

  What is the CORRECT description of a known error?

  • A solution that reduces or eliminates the impact of one or more incidents
  • A problem that has been analysed but has not been resolved
  • An error which may cause, or has already caused, one or more incidents
  • A repeatable approach to the management of a particular type of problem

  Reveal Answer Answer: B Next Question

• Question 5

  

  What is both a key input and a key output of the 'service request fulfilment control' process?

  • Service level agreements
  • User satisfaction surveys
  • Service request models
  • Fulfilment actions records and reports

  Reveal Answer Answer: C Next Question

• Question 6

  

  An organization is going to introduce problem management and they are considering who to appoint as a new problem manager. Who is the BEST candidate for the problem manager role?

  • A business relationship manager who previously worked as a risk manager
  • A service desk manager who is an expert at configuring service management tools
  • A senior technical specialist with a thorough knowledge of the organization's products and architecture
  • An enterprise architect who is experienced at defining and documenting processes and workflows

  Reveal Answer Answer: C Next Question

• Question 7

  

  What is part of the service desk agent role?

  • Planning the capacity and performance of the service desk team
  • Ensuring the workload balance between the service desk activities and involvement in other practices
  • Triaging user queries end taking appropriate action
  • Creating and maintaining a healthy work culture

  Reveal Answer Answer: C Next Question

• Question 8

  

  Which of the following is an input to the 'communicating to users' process?

  • Guidelines and procedures for triage
  • Communication reports
  • Previous incident, problem and change records
  • Technology opportunities

  Reveal Answer Answer: C Next Question

• Question 9

  

  Which TWO of the following items is a service desk MOST LIKELY to capture?

  • Problems
  • Service requests
  • Incidents
  • Changes
  • 1 and 2
  • 2 and 3
  • 3 and 4
  • 1 and 4

  Reveal Answer Answer: B Next Question

• Question 10

  

  An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

  • Eliminate all identified touchpoints
  • Review the communications in the context of the value stream
  • Create a separate value stream for the low value touchpoints
  • Remind the users about the need to follow the agreed communications plan

  Reveal Answer Answer: B Next Question

Page: 1 / 34
Total Questions: 166

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