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

Topic	Details
Topic 1	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 2	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 3	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 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	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.

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q67-Q72):

NEW QUESTION # 67
A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream. The problem manager is very busy and can only attend two of these workshops.
Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

A. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4

Answer: D

Explanation:
The value stream focused on restoring normal service after an incident is primarily concerned with the latter stages of the incident lifecycle. Let's break down why:
Incident detection and registration (1 & 2): These are the initial stages of incident management, where the focus is on identifying and logging the incident. While important, they don't directly contribute to restoring service.
Incident resolution (3): This is where the actual work to fix the underlying issue and restore service takes place. The problem manager's expertise in identifying and addressing root causes can be invaluable in this stage.
Incident closure (4): This involves verifying that the service has been restored, documenting the resolution, and conducting any necessary follow-up actions. The problem manager can contribute to ensuring that the problem has been adequately addressed and preventive measures are in place.
Therefore, the problem manager should attend workshops 3 and 4, as these are the stages where their expertise and involvement will be most beneficial in improving the value stream for restoring normal service.

NEW QUESTION # 68
What type of service requests is not available to users when a service is designed for a no-request operations?

A. A how-to request
B. A request to register a compliment
C. A request to register a complaint
D. A request specific to service utility

Answer: D

Explanation:
When a service is designed for no-request operations, users do not have access to service requests related to utility, which refers to the functionality of a service that meets the user's needs. In no-request operations, services are designed to function without requiring user-initiated requests to ensure the utility of the service is met automatically.

NEW QUESTION # 69
A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

A. Practice measurement and reporting
B. Separation of problem control and error control
C. Integration with incident management records
D. Integration with knowledge bases

Answer: C

Explanation:
For proactive problem identification, the ability to correlate and analyze data from incident management records is crucial. By integrating problem management tools with incident management, the organization can detect patterns of recurring incidents, helping identify potential problems before they escalate. Automation capabilities that link these two practices will allow the service provider to enhance its proactive problem management capabilities, focusing on long-term solutions to reduce incident occurrence.

NEW QUESTION # 70
A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

A. Performance and capacity thresholds provided by vendors
B. Impact of events on the system performance
C. Information from stakeholders about business impact
D. Anomalies that are not apparent to humans

Answer: C

Explanation:
When automating monitoring and event management, it is important to understand the business context of events to prioritize actions based on their impact on the business. While the configuration management system (CMS) provides technical information about configuration items (CIs) and how they relate to services, and event and incident records provide historical data, a crucial additional source of information is direct feedback from stakeholders who can offer insights into how events affect the business.
Stakeholder Input: Stakeholders, such as service owners or business representatives, provide valuable insights into the business impact of events, which might not be fully understood from technical data alone. This helps in estimating the severity of events and deciding the appropriate response.
Option B ("Information from stakeholders about business impact") is the correct answer because stakeholder input is essential for understanding how events influence business operations.
Incrrect Options:
Option A: The impact on system performance is already covered by monitoring tools.
Option C: Vendor-provided thresholds are useful but do not provide the business context.
Option D: Anomalies are important for detecting unknown issues but are less relevant to understanding business impact.

NEW QUESTION # 71
Which of the following BEST describes a service request?

A. A required functional component of the service request management practice
B. A request from a user to initiate an agreed service action
C. A standardized approach to the fulfilment of a service request type
D. A set of details about service requests which is made available to users

Answer: B

Explanation:
A service request is defined in ITIL 4 as a formal request from a user that initiates an agreed service action. This is typically for things such as access to services, information, or a change in the existing services. It follows a standardized process and is designed to help fulfill routine user needs.
Option B, while close, refers to the standardized approach, which is part of the process but not the actual service request.
Option A describes the availability of details about service requests, but that does not define the request itself.
Option D refers to a broader concept of the service request management practice, but not the specific definition of a service request.

NEW QUESTION # 72
......

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FREE PDF QUIZ ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL - ITIL 4 SPECIALIST: MONITOR, SUPPORT, FULFIL EXAM–HIGH-QUALITY ONLINE LAB SIMULATION

Free PDF Quiz ITIL-4-Specialist-Monitor-Support-Fulfil - ITIL 4 Specialist: Monitor, Support, Fulfil Exam–High-quality Online Lab Simulation