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Pass Guaranteed Quiz Peoplecert - ITIL-4-Specialist-Monitor-Support-Fulfil - High Pass-Rate Reasonable ITIL 4 Specialist: Monitor, Support, Fulfil Exam Exam Price

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

Topic
Details

Topic 1

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 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

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

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 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 (Q88-Q93):

NEW QUESTION # 88
What process has activities that ensure that messages are directed to the correct audience?

A. Communicating to users
B. Omnichannel communication
C. Service desk optimization
D. User query handling

Answer: B

Explanation:
Omnichannel communication refers to the practice of using multiple communication channels (such as phone, email, chat, etc.) to ensure that messages are directed to the correct audience. In ITIL 4, omnichannel communication is crucial for ensuring that users can interact with the service desk or other service providers through their preferred channels, allowing for more efficient incident management and service request handling.

NEW QUESTION # 89
Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A. Detected events are interpreted and acted upon, where relevant
B. Trends are analysed and used to predict the event occurrence
C. The key users of the monitoring data and their requirements are identified
D. The effectiveness of the monitoring and event management approach is measured and reported

Answer: C

Explanation:
For the success factor of establishing and maintaining models that describe events and monitoring capabilities, it is critical to identify the key users of the monitoring data and understand their requirements. This ensures that the monitoring approach is tailored to meet the specific needs of those who will act on the data, thus improving the effectiveness of the monitoring and event management process.

NEW QUESTION # 90
Which activity is NOT part of the service request review and optimization process?

A. Enacting the procedures to fulfil the request
B. Reviewing metrics related to service requests
C. Communicating the updated service request models to stakeholders
D. Registering suggested improvements to service request models

Answer: A

Explanation:
The service request review and optimization process focuses on assessing, improving, and optimizing the workflows related to service requests. The key activities include analyzing metrics, identifying improvement opportunities, and communicating updates to stakeholders.
Reviewing metrics and registering improvements are standard steps in the optimization process to ensure service requests are handled efficiently.
Communicating updates to stakeholders is necessary to ensure alignment and smooth transition of optimized service request models.
Option D ("Enacting the procedures to fulfil the request") is not part of the optimization process. This refers to operational activities rather than reviewing or optimizing the process.

NEW QUESTION # 91
Why should an organization use workarounds?

A. To help identify problems that have been analysed but not resolved
B. To manage Backlog accumulated by choosing temporary solutions
C. To ensure that problems are investigated
D. To reduce or eliminate the impact of problems that cannot be resolved

Answer: D

Explanation:
In ITIL 4, workarounds are temporary solutions used to minimize or eliminate the impact of problems that cannot be immediately resolved. The purpose of a workaround is to reduce disruption while the underlying problem remains unresolved. Workarounds can be applied when resolving the problem would take too long or is not feasible at the moment.
Option A refers to managing backlogs, which is not the purpose of a workaround.
Option B is a partial truth about problems, but the focus of workarounds is on minimizing impact.
Option D is about problem investigation, not specifically related to workarounds.

NEW QUESTION # 92
What management practice is involved in providing users with descriptions of the service requests available to them?

A. Change enablement
B. Problem management
C. Incident management
D. Service catalogue management

Answer: D

Explanation:
The service catalogue management practice involves maintaining a structured list or catalogue of services available to users. This includes providing clear descriptions of the services, service requests, and the options available to users.
Service catalogue management ensures that all service offerings and requests are clearly documented, communicated, and accessible to users. This helps users understand what services they can request and how to access them.
Option D ("Service catalogue management") is the correct answer, as it directly involves providing users with descriptions of available service requests.
Incorrect Options:
Option A (Problem management): Deals with identifying and managing the underlying causes of incidents.
Option B (Incident management): Focuses on restoring normal service operation as quickly as possible.
Option C (Change enablement): Manages changes to services, not the description of service requests.

NEW QUESTION # 93
......

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