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Pass ITIL-4-Specialist-Monitor-Support-Fulfil Exam with Updated Reliable ITIL-4-Specialist-Monitor-Support-Fulfil Test Review by BraindumpsIT

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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

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

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 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 (Q12-Q17):

NEW QUESTION # 12
What is NOT a main characteristic of a service request?

A. A service request is acted on by the service provider
B. A service request leads to a normal change
C. A service request is initiated by a user or user representative
D. A service request leads to an agreed service outcome

Answer: B

Explanation:
A service request in ITIL 4 refers to a user-initiated request for information, advice, or a standard service action. It does not usually involve the complex activities associated with normal changes, which are part of the change enablement process.
Main Characteristics of a Service Request:
A service request is initiated by a user or user representative.
It leads to an agreed service outcome.
It is acted upon by the service provider.
Option A ("A service request leads to a normal change") is incorrect because normal changes involve more formal procedures, risk assessments, and approvals, and they are part of change enablement, not service request management.
Correct Characteristics:
Option B: Service requests are intended to achieve agreed service outcomes.
Option C: Service requests are user-initiated.
Option D: Service providers are responsible for fulfilling service requests.

NEW QUESTION # 13
What should a service provider do when human resources to establish problem modes are not available?

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

Answer: B

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 # 14
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 1
B. Level 4
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 # 15
A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays.
What is the BEST way to improve this situation?

A. Review me fulfilment procedures to remove the need for change implementation
B. Automate the fulfillment procedures
C. Review the service value stream to ensure effective integration of all Involved
D. Outsource the fulfilment procedures

Answer: C

Explanation:
In this scenario, service requests that require the implementation of a change are often delayed, leading to negative feedback. The best way to address this issue is to review the service value stream to ensure effective integration of all teams involved.
Review the Service Value Stream (Answer B - Correct): The service value stream represents all the activities required to fulfill a service request, from initiation to completion. By reviewing and optimizing the service value stream, the service provider can identify where delays occur and improve integration between the teams responsible for service request fulfillment and change implementation. This holistic approach ensures that each step in the process is aligned, reducing delays and improving overall efficiency.
Remove the Need for Change Implementation (Answer A - Incorrect): While simplifying procedures is helpful, removing the need for change implementation entirely may not be feasible, especially if the changes are necessary for fulfilling the service request.
Automate the Fulfillment Procedures (Answer C - Incorrect): Automation can help improve efficiency, but it won't resolve the issue if the root cause of delays is poor integration between teams.
Outsource the Fulfillment Procedures (Answer D - Incorrect): Outsourcing may provide some benefits, but it does not address the underlying issue of delays in the service value stream and the integration of change management processes.
ITIL 4 Reference:
Service Value Chain: ITIL emphasizes the importance of reviewing and improving the end-to-end service value stream to ensure that all steps in service request fulfillment are aligned and integrated effectively.
Change Enablement Practice: Delays often occur when changes are not properly integrated into the service request process, highlighting the need to review the value stream.

NEW QUESTION # 16
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 effectiveness of the monitoring and event management approach is measured and reported
C. The key users of the monitoring data and their requirements are identified
D. Trends are analysed and used to predict the event occurrence

Answer: C

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 # 17
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