VALID PEOPLECERT ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL EXAM CRAM - ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL QUESTIONS

Valid Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Cram - ITIL-4-Specialist-Monitor-Support-Fulfil Questions

Valid Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Cram - ITIL-4-Specialist-Monitor-Support-Fulfil Questions

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q56-Q61):

NEW QUESTION # 56
Which of the following is NOT a benefit of the 'incident management' practice?

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

Answer: A

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 # 57
A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?

  • A. A service owner who understands the service architecture and how the components are configured
  • B. A dedicated problem manager who works in a senior role to coordinate resources for complex issues
  • C. A technical specialist who understands how the servers work and how they can be repaired and upgraded
  • D. A problem coordinator who understands how to log, manage, and close problems

Answer: A

Explanation:
In ITIL 4, the service owner is typically the person responsible for managing a specific service throughout its lifecycle. The service owner has a deep understanding of the service's architecture, including how the components are configured and how they interact. When a vendor bulletin describes a critical issue affecting servers that play an essential role in the delivery of a service, it is the service owner who is most likely to assess how this issue could impact the organization's operations. They have the expertise to understand the dependencies of these components within the service and make informed decisions about risk mitigation and necessary actions.


NEW QUESTION # 58
Which of the following is a practice success factor for the 'service desk' practice?

  • A. Enabling the effective integration of user communications into value streams
  • B. Ensuring that multichannel communication is used and improved wherever possible
  • C. Including service desk communication in every value stream
  • D. Overcoming the challenges associated with using web portals

Answer: B

Explanation:
The 'service desk' practice in ITIL 4 focuses on providing a single point of contact between the service provider and users. It is responsible for capturing demand for incident resolution and service requests, while also being responsible for general communication across the entire organization.
A . Including service desk communication in every value stream: While communication is a key component, service desk communication is not necessarily included in every value stream. The service desk is a component of user interaction, but the success factor here focuses more on how communication is handled rather than its integration in every part of the value chain.
B . Ensuring that multichannel communication is used and improved wherever possible (Correct Answer): One of the key success factors for a service desk is to ensure that communication happens across multiple channels such as phone, email, chat, or web portal. This makes the service desk more accessible and flexible in how it interacts with users, and ITIL 4 stresses the importance of continually improving communication channels to enhance service desk effectiveness.
C . Enabling the effective integration of user communications into value streams: This option suggests that the focus is on how communications fit into value streams, but in the context of the service desk, success factors revolve more around communication quality and accessibility rather than integration into the value streams.
D . Overcoming the challenges associated with using web portals: While overcoming challenges with portals is important, it is not a broad success factor for the entire practice of the service desk. It is more specific to one communication method.
Thus, the success factor that best aligns with the goals of the service desk practice in ITIL 4 is ensuring multichannel communication and its continual improvement.


NEW QUESTION # 59
What is a key input to the service request fulfillment control process?

  • A. Policies regulatory requirements
  • B. Service request Queries
  • C. User survey insults
  • D. Fulfilled service requests

Answer: A

Explanation:
A key input to the service request fulfillment control process is understanding the policies and regulatory requirements that govern how service requests must be handled. These requirements ensure that service requests are fulfilled in compliance with organizational and legal standards.
Policies and Regulatory Requirements (Answer C - Correct): Policies and regulatory requirements define the boundaries within which service requests must be fulfilled. These inputs ensure that the service provider adheres to internal guidelines and external regulations, helping to maintain compliance and reduce the risk of legal or regulatory breaches during the service request fulfillment process.
Service Request Queries (Answer A - Incorrect): Queries from users are part of the operational aspect of fulfilling requests, but they are not a primary input for controlling the overall fulfillment process.
Fulfilled Service Requests (Answer B - Incorrect): Fulfilled requests represent outputs or results, not inputs to the control process.
User Survey Results (Answer D - Incorrect): While user feedback is important for improving the process, it is not a key input to the control process for managing compliance and ensuring requests are fulfilled according to policies and regulations.
ITIL 4 Reference:
Service Request Management Practice: Policies and regulatory requirements are crucial inputs for managing service request fulfillment to ensure that all actions are compliant with organizational standards.
Governance in ITIL 4: Ensures that services are delivered within the framework of legal and regulatory requirements.


NEW QUESTION # 60
The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

  • A. Use dashboards and reports to communicate service performance to internal and external stakeholders
  • B. Use swarming to optimize resolution of unusual, complex, and major incidents
  • C. Develop incident models and reuse known resolutions
  • D. Leverage automation tools to manage knowledge and to automate solutions, where possible

Answer: A

Explanation:
To better demonstrate business value, the organization should focus on communicating service performance through dashboards and reports that provide insights into incident resolution, service levels, and overall performance. This ensures transparency and allows stakeholders to see how incident management contributes to the business.
Dashboards and Reports to Communicate Service Performance (Answer B - Correct): Dashboards and reports provide real-time visibility into service performance, including key metrics like incident resolution times, service availability, and customer satisfaction. By presenting this data to both internal and external stakeholders, the organization can better demonstrate the business value of its incident management practice.
Swarming for Complex Incidents (Answer A - Incorrect): While swarming is effective for resolving complex incidents, it is not the best option for demonstrating ongoing business value.
Automation for Knowledge Management (Answer C - Incorrect): Automating knowledge management is useful but does not directly contribute to demonstrating business value in a visible, quantifiable way.
Develop Incident Models (Answer D - Incorrect): Reusing known resolutions improves efficiency, but it does not directly help in demonstrating business value to stakeholders.
ITIL 4 Reference:
Incident Management Practice: Using dashboards and reports ensures that stakeholders can clearly see the impact of incident management on business outcomes and service performance.


NEW QUESTION # 61
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