New Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Practice Questions | Latest ITIL-4-Specialist-Monitor-Support-Fulfil Dumps Pdf

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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	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 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	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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q31-Q36):

NEW QUESTION # 31
What can be used to help the service provider assess user experience of a user service?

A. A monitoring action plan
B. A rule set
C. An event correlation
D. A health model

Answer: D

Explanation:
A health model in ITIL 4 refers to a comprehensive understanding of how various components of a service perform in relation to user expectations. By using a health model, a service provider can assess the overall user experience and determine whether the service meets performance standards.
Health Model (Answer C - Correct): A health model provides insights into the status of key service components and how they affect the user experience. By comparing actual performance data with desired outcomes, the provider can make informed decisions on service improvements.
Event Correlation (Answer A - Incorrect): Event correlation links related events but does not directly assess user experience.
Rule Set (Answer B - Incorrect): A rule set may be used to define thresholds for system alerts but does not directly assess user experience.
Monitoring Action Plan (Answer D - Incorrect): This refers to the strategy for monitoring activities, but it is not specifically designed to measure or assess user experience.
ITIL 4 Reference:
Monitoring and Event Management Practice: The health model is a tool for understanding the impact of service health on user experience, allowing for continuous improvement of services.

NEW QUESTION # 32
An organization is designing a value stream for communicating planned outages to users.
Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

A. Do the service value stream walk
B. Create a 'to be value stream map
C. Define the purpose of the value stream
D. Using the 'to be' value stream map to plan improvements

Answer: B

Explanation:
In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams.
Acknowledging and recording the query is an important step but does not lead directly to resolution.
Information packaging typically refers to preparing information for the user, often following resolution.
Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.

NEW QUESTION # 33
Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

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

Answer: A

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 # 34
Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

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

Answer: A

Explanation:
The service desk is primarily responsible for handling service requests and incidents. A service request refers to user requests for information, advice, or access to a standard service, while an incident refers to an unplanned interruption or reduction in the quality of an IT service. These are the two most common types of interactions captured by the service desk.
Service Requests: Routine requests from users, such as password resets or access to applications.
Incidents: Issues affecting the availability or performance of services that need to be addressed promptly.
Option B ("2 and 3 - Service requests and Incidents") is the correct answer because these are the primary types of requests handled by the service desk.
Incorrect Options:
Option A (Problems): Problems are handled by problem management, not typically captured by the service desk.
Option C (Changes): Changes are managed by change enablement, not the service desk.

NEW QUESTION # 35
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. The key users of the monitoring data and their requirements are identified
C. The effectiveness of the monitoring and event management approach is measured and reported
D. Trends are analysed and used to predict the event occurrence

Answer: B

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 # 36
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NEW PEOPLECERT ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL PRACTICE QUESTIONS | LATEST ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL DUMPS PDF

New Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Practice Questions | Latest ITIL-4-Specialist-Monitor-Support-Fulfil Dumps Pdf