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Free PDF ITIL-4-Specialist-Monitor-Support-Fulfil - Newest ITIL 4 Specialist: Monitor, Support, Fulfil Exam Valid Test Vce

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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Test - New ITIL-4-Specialist-Monitor-Support-Fulfil Test Vce

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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

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 3

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 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

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.

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q100-Q105):

NEW QUESTION # 100
The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident management value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?

A. Map the activities and the information flows
B. Identify the scope of the value stream analysis
C. Do the service value stream walk
D. Reflect on the value stream map

Answer: A

Explanation:
The best way to identify waste in a value stream is to map the activities and information flows. This helps visualize how work and information move through the process, making it easier to identify bottlenecks, redundancies, or unnecessary steps that contribute to inefficiency.
Reflecting on the value stream map (Option A) and walking the service value stream (Option B) are useful steps but not as effective for identifying waste as mapping the detailed activities and flows.
Identifying the scope (Option C) is an important first step, but it doesn't directly help in identifying waste.

NEW QUESTION # 101
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 # 102
A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

A. The system will be used for ad hoc request fulfilment
B. The system will support practice measurement and reporting
C. The system will support handling of service requests from initiation to fulfilment
D. The system will be used to communicate new request models to users

Answer: B

Explanation:
In ITIL 4, a new analysis and reporting system can enhance service request management by supporting the measurement and reporting of key practice metrics. This enables organizations to track the performance of service requests, ensuring they are meeting agreed service levels and identifying areas for improvement. Such systems provide insights into trends and patterns, helping management teams optimize resource allocation and request handling.

NEW QUESTION # 103
A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

A. Analysis and reporting tools
B. Survey tools
C. Workflow management and collaboration tools
D. Work planning and prioritization tools

Answer: C

Explanation:
To track the progress of improvement initiatives in the service desk, workflow management and collaboration tools are essential. These tools allow for the automation and tracking of tasks, ensuring that improvement activities are well-organized and that stakeholders can collaborate effectively on initiatives. By using these tools, service providers can ensure that workflows are properly managed and that progress is tracked in a transparent way.
Workflow Management: Automates and tracks the sequence of tasks related to service desk improvements.
Collaboration Tools: Facilitate communication and coordination between different teams working on improvement initiatives.
Option A ("Workflow management and collaboration tools") is the correct answer because these tools directly support tracking and managing improvement initiatives.
Incorrect Options:
Option B (Analysis and reporting tools): These are useful for measuring outcomes but not for tracking the progress of initiatives.
Option C (Work planning and prioritization tools): These help in planning, but not in tracking the execution of improvements.
Option D (Survey tools): These are for gathering feedback, not for tracking progress.

NEW QUESTION # 104
The appropriate service request model is chosen as pad or which activity of the 'service request fulfillment control process?

A. Request categorization
B. Ad hoc fulfilment control
C. Service request model initiation and control
D. Fulfil merit review

Answer: A

Explanation:
In the service request fulfillment control process, the appropriate service request model is chosen during the request categorization activity. Categorizing the request helps determine the correct model or procedure to follow for fulfilling the request efficiently and appropriately. This ensures that the service request is aligned with pre-defined workflows, contributing to consistency and efficiency in handling similar types of requests.
Service request model initiation and control refers to starting and managing the model, but the categorization determines which model is appropriate.
Ad hoc fulfilment control and fulfilment review occur after the model has been selected.

NEW QUESTION # 105
......

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