ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL MOST RELIABLE QUESTIONS | NEW ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL EXAM BOOTCAMP

ITIL-4-Specialist-Monitor-Support-Fulfil Most Reliable Questions | New ITIL-4-Specialist-Monitor-Support-Fulfil Exam Bootcamp

ITIL-4-Specialist-Monitor-Support-Fulfil Most Reliable Questions | New ITIL-4-Specialist-Monitor-Support-Fulfil Exam Bootcamp

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

TopicDetails
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
  • 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 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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q69-Q74):

NEW QUESTION # 69
What characteristic of communication channels can be supported by pre-population of relevant user data?

  • A. Contextual intelligence
  • B. Usability
  • C. Availability
  • D. Familiarity

Answer: A

Explanation:
Communication channels in ITIL 4 are essential for effective service delivery, and contextual intelligence refers to the ability to understand and act based on the context in which communication occurs. When pre-population of relevant user data is utilized in communication, it allows the system to better understand the user's needs and context, making the communication more intelligent and efficient.
Contextual Intelligence: By pre-populating relevant data (such as user history, previous interactions, preferences), the system can offer more tailored and meaningful responses to the user. This approach helps the system to anticipate user needs, suggest appropriate actions, and streamline interactions.
Option D ("Contextual intelligence") is correct because it refers to the system's ability to understand the context of the interaction and improve the relevance of the communication, which is enhanced by the pre-population of user data.
Incorrect Options:
Option A (Usability): Usability refers to how easy and efficient the system is to use, which isn't directly enhanced by pre-populating data.
Option B (Familiarity): Familiarity relates to how accustomed users are with the system, which isn't the primary outcome of data pre-population.
Option C (Availability): Availability refers to the uptime and accessibility of the system, not the intelligent use of user data.


NEW QUESTION # 70
Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

  • A. Level 4
  • B. Level 2
  • C. Level 3
  • D. Level 1

Answer: D

Explanation:
At Capability Level 1, a practice is considered to achieve its purpose through a basic set of activities. For the service desk, this means it meets its essential goal of managing service requests and incidents but may not yet include more advanced or optimized processes.


NEW QUESTION # 71
The appropriate service request model is chosen as pad or which activity of the 'service request fulfillment control process?

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

Answer: B

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 # 72
What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?

  • A. Service desk
  • B. Supplier management
  • C. Service catalogue management
  • D. Service level management

Answer: B

Explanation:
The supplier management practice ensures that suppliers and their performance are managed appropriately to support the seamless provision of quality services. When used together with service request management, supplier management helps ensure that third parties adjust their level of service to the organization's needs by setting clear expectations and monitoring supplier performance through contracts and agreements (SLAs).
Supplier Management: This practice focuses on maintaining and improving supplier relationships, including negotiating and enforcing SLAs, ensuring that third-party services align with organizational requirements.
Option B ("Supplier management") is the correct answer because it ensures that third-party service levels are aligned with the needs of the organization through proper management and oversight.
Incorrect Options:
Option A (Service level management): This focuses on managing internal service levels rather than external suppliers.
Option C (Service desk): The service desk handles user requests but does not manage third-party suppliers.
Option D (Service catalogue management): This defines available services but does not manage third-party performance.


NEW QUESTION # 73
How does the service request management practice achieve its purpose of supporting the agreed quality of a service?

  • A. By setting realistic expectations relating to the fulfilment of requests
  • B. By effectively handling user queries that initiate agreed service actions
  • C. By reducing the costs associated with request handling and fulfilment
  • D. By improving the reputation of the service providing organization

Answer: B

Explanation:
The purpose of the service request management practice is to support the agreed quality of a service by effectively handling user queries and ensuring that all pre-defined, user-initiated service actions are completed. This ensures that services are delivered according to agreed standards, leading to higher user satisfaction and more consistent service delivery.


NEW QUESTION # 74
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