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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	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	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 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	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.

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

NEW QUESTION # 31
If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

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

Answer: D

Explanation:
If an organization's service request management practice only partially achieves its purpose, it would be classified at Level 2 on the ITIL maturity model. At this level, processes are documented but are not consistently followed or integrated into the organizational culture. This leads to the practice being performed inconsistently or in an ad-hoc manner.
Level 1 represents an initial, chaotic process, while Level 3 and Level 4 reflect higher maturity with more consistent and optimized processes.

NEW QUESTION # 32
What is the CORRECT description of a known error?

A. A solution that reduces or eliminates the impact of one or more incidents
B. A repeatable approach to the management of a particular type of problem
C. An error which may cause, or has already caused, one or more incidents
D. A problem that has been analysed but has not been resolved

Answer: D

Explanation:
In ITIL 4, a known error is defined as a problem that has been analyzed but not resolved. It is a condition where the cause of the problem is understood and documented, but a permanent solution has not yet been implemented. Known errors often have workarounds that can reduce the impact of the issue, but the underlying problem remains unresolved until further actions can be taken.
Other options:
A: Describes a workaround, not a known error.
C: Describes an incident, not a known error.
D: Refers to a process but does not define a known error.

NEW QUESTION # 33
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. 3 and 4
B. 1 and 2
C. 1 and 4
D. 2 and 3

Answer: A

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 # 34
What should a service provider do when human resources to establish problem modes are not available?

A. Delegate creation or problem models to a problem coordinator
B. Postphone problem management activities until the resources are available
C. Consider using a third-party consulting service to help develop problem models
D. Create a single problem model to be used for managing all problems

Answer: C

Explanation:
When a service provider lacks human resources to establish problem models, it is advisable to use a third-party consulting service to help develop these models. ITIL encourages organizations to leverage external expertise when internal resources are insufficient, ensuring that problem management practices remain effective.
Postponing problem management (Option B) is not recommended as it delays resolution.
Delegating to a problem coordinator (Option C) might help, but if there are insufficient resources, external help is a better option.
Creating a single model (Option D) is not effective, as problems vary and need tailored approaches.

NEW QUESTION # 35
What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

A. Incident resolution
B. Incident diagnosis
C. Incident classification
D. Incident detection

Answer: C

Explanation:
The first step in the Incident Management process after detecting an incident is the Incident classification step. ITIL 4 defines Incident classification as the step where the incident is categorized based on certain criteria, such as the type of failure, affected configuration items (CIs), services, urgency, and impact. This categorization helps direct the incident to the appropriate support team responsible for handling incidents involving the specific CI or service.
Incident Detection (Answer D): This is the step where an incident is identified or reported, either by monitoring systems or through users. However, this step does not identify the responsible team; it only alerts the organization that an incident has occurred.
Incident Classification (Answer B): After detection, the next step is classification, where the incident is categorized, and based on this categorization, the team responsible for the failed CI or service is identified. For instance, if the incident relates to a network outage, it is classified accordingly and assigned to the network management team. This is the first step where responsibility for resolving the incident starts to take shape.
Incident Diagnosis (Answer A): Once the responsible team is identified, the incident diagnosis phase begins, where the team investigates the root cause of the incident. This phase cannot start until the incident is classified and assigned to the correct team.
Incident Resolution (Answer C): This step involves the actual resolution of the incident but comes later in the process, after the classification, diagnosis, and other steps have been completed.
ITIL 4 Reference:
Incident Management Practice: The classification step is essential to ensure that incidents are properly categorized, and that they are assigned to the correct team based on the service or CI involved.
Service Operation: ITIL emphasizes the importance of classification for efficient and effective incident handling to reduce the time to resolution.

NEW QUESTION # 36
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LATEST ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL EXAM ONLINE | ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL FREE DUMP DOWNLOAD

Latest ITIL-4-Specialist-Monitor-Support-Fulfil Exam Online | ITIL-4-Specialist-Monitor-Support-Fulfil Free Dump Download