TRAINING ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL TOOLS, ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL PASSGUIDE

Training ITIL-4-Specialist-Monitor-Support-Fulfil Tools, ITIL-4-Specialist-Monitor-Support-Fulfil Passguide

Training ITIL-4-Specialist-Monitor-Support-Fulfil Tools, ITIL-4-Specialist-Monitor-Support-Fulfil Passguide

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q37-Q42):

NEW QUESTION # 37
Which statement about the third-parties role in incident management is CORRECT?

  • A. Interactions with third parties during incident management should be formalized as much as possible
  • B. Third parties should be excluded from incident management activities
  • C. Incident models should define third parties' involvement in incident management
  • D. Incident management activities should be delegated to third parties as much as possible

Answer: C

Explanation:
In ITIL 4, incident models provide predefined steps for handling incidents, including the roles and responsibilities of third parties. It is important that these models define how and when third parties are involved in incident management, ensuring their contribution is clear and that the process is efficient and effective.
Excluding third parties (Option A) is incorrect, as third parties often play a critical role, especially in complex services that involve external providers.
Delegating incident management (Option C) to third parties is only appropriate in specific contexts and not a general best practice.
While formalizing interactions (Option D) is important, it is secondary to clearly defining third-party roles in incident models.


NEW QUESTION # 38
Why should a service provider organization identify and understand problems and their impact on services?

  • A. To ensure problems are continually managed until resolved
  • B. Because problem resolution may require significant resources
  • C. To ensure that known errors are closed quickly
  • D. Because problems may cause incidents and affect service quality

Answer: D

Explanation:
The primary reason for identifying and understanding problems and their impact is to prevent or minimize the negative effects they can have on services. Problems, if left unaddressed, can lead to recurring incidents, disruptions, and a decline in overall service quality.


NEW QUESTION # 39
An organization is going to introduce problem management and they are considering who to appoint as a new problem manager. Who is the BEST candidate for the problem manager role?

  • A. A service desk manager who is an expert at configuring service management tools
  • B. A senior technical specialist with a thorough knowledge of the organization's products and architecture
  • C. A business relationship manager who previously worked as a risk manager
  • D. An enterprise architect who is experienced at defining and documenting processes and workflows

Answer: B

Explanation:
The role of the problem manager requires deep technical knowledge of the organization's systems, services, and architecture to effectively manage and resolve problems. A senior technical specialist with this expertise is well-suited to the role because they can diagnose problems, understand root causes, and collaborate with other teams to implement solutions.
Technical Expertise: A problem manager needs to understand the technical aspects of the infrastructure and services in order to analyze and resolve complex issues.
Option C ("A senior technical specialist with a thorough knowledge of the organization's products and architecture") is the best candidate because they have the necessary technical background to manage problems effectively.
Incorrect Options:
Option A: A business relationship manager may lack the technical knowledge needed for problem management.
Option B: While a service desk manager may be familiar with service tools, deep technical expertise is more crucial for this role.
Option D: An enterprise architect focuses more on strategy and design, not operational problem resolution.


NEW QUESTION # 40
Which of the following is an input to the 'communicating to users' process?

  • A. Guidelines and procedures for triage
  • B. Communication reports
  • C. Previous incident, problem and change records
  • D. Technology opportunities

Answer: C

Explanation:
When communicating with users, it is important to use historical data such as previous incident, problem, and change records. This information helps provide context and ensures that communication is accurate and informed by past events. These records can guide responses to current incidents or service requests and help set expectations for resolution based on historical trends.
Previous Incident, Problem, and Change Records: These provide valuable information that can be used to communicate effectively with users about ongoing issues, expected resolution times, and any steps that have been taken to resolve similar issues in the past.
Option C ("Previous incident, problem, and change records") is the correct answer because these records serve as a key input for informed user communication.
Incorrect Options:
Option A: Triage guidelines are for internal processes, not directly related to user communication.
Option B: Communication reports reflect previous communication activities, not input to the communication process.
Option D: Technology opportunities are not relevant to incident communication.


NEW QUESTION # 41
How can partners and suppliers support the service desk practice?

  • A. By providing trained resources to work in service desk teams
  • B. By providing consultancy on how to customize the IT services
  • C. By outsourcing the development of II services
  • D. By providing change enablement tools

Answer: A

Explanation:
The service desk practice in ITIL 4 is the single point of contact between the service provider and the users, focusing on incident resolution and service request management. Partners and suppliers can support this practice by providing trained resources to work in service desk teams. This aligns with the "Partners and Suppliers" dimension of service management, which emphasizes that external organizations can supply expertise, resources, or technology that help the service provider meet its objectives.
ITIL encourages collaboration with external partners when the internal organization lacks the necessary resources or expertise. Providing trained resources enhances the service desk's ability to efficiently resolve incidents and handle requests, ensuring continuity and service quality.
Other options, such as providing change enablement tools or outsourcing IT services, do not directly support the service desk in its role of handling incidents and requests.


NEW QUESTION # 42
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