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

Topic	Details
Topic 1	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 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	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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q29-Q34):

NEW QUESTION # 29
Which of the following BEST describes a service request?

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

Answer: C

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 # 30
A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

A. The system will support handling of service requests from initiation to fulfilment
B. The system will support practice measurement and reporting
C. The system will be used for ad hoc request fulfilment
D. The system will be used to communicate new request models to users

Answer: B

Explanation:
In ITIL 4, a new analysis and reporting system can enhance service request management by supporting the measurement and reporting of key practice metrics. This enables organizations to track the performance of service requests, ensuring they are meeting agreed service levels and identifying areas for improvement. Such systems provide insights into trends and patterns, helping management teams optimize resource allocation and request handling.

NEW QUESTION # 31
A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A. Identifying and logging problems
B. Reviewing known errors
C. Coordinating problem solving teams
D. Investigating problems

Answer: C

Explanation:
In organizations where multiple product-focused teams exist alongside a small problem management team, the problem management team's primary role is often to coordinate problem-solving activities across these teams. This ensures that the right people are involved in the investigation and resolution of problems, facilitating collaboration and driving solutions.
Identifying and logging problems (Option A) is typically performed by product-focused teams or incident management.
Investigating problems (Option B) may be a shared responsibility but is often handled by the product-focused teams.
Reviewing known errors (Option D) is part of the error control process but not the main responsibility in a coordination-heavy role.

NEW QUESTION # 32
The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

A. Use swarming to optimize resolution of unusual, complex, and major incidents
B. Leverage automation tools to manage knowledge and to automate solutions, where possible
C. Use dashboards and reports to communicate service performance to internal and external stakeholders
D. Develop incident models and reuse known resolutions

Answer: C

Explanation:
To better demonstrate business value, the organization should focus on communicating service performance through dashboards and reports that provide insights into incident resolution, service levels, and overall performance. This ensures transparency and allows stakeholders to see how incident management contributes to the business.
Dashboards and Reports to Communicate Service Performance (Answer B - Correct): Dashboards and reports provide real-time visibility into service performance, including key metrics like incident resolution times, service availability, and customer satisfaction. By presenting this data to both internal and external stakeholders, the organization can better demonstrate the business value of its incident management practice.
Swarming for Complex Incidents (Answer A - Incorrect): While swarming is effective for resolving complex incidents, it is not the best option for demonstrating ongoing business value.
Automation for Knowledge Management (Answer C - Incorrect): Automating knowledge management is useful but does not directly contribute to demonstrating business value in a visible, quantifiable way.
Develop Incident Models (Answer D - Incorrect): Reusing known resolutions improves efficiency, but it does not directly help in demonstrating business value to stakeholders.
ITIL 4 Reference:
Incident Management Practice: Using dashboards and reports ensures that stakeholders can clearly see the impact of incident management on business outcomes and service performance.

NEW QUESTION # 33
How can partners and suppliers support the monitoring and event management practice?

A. By providing consultancy on how to customize the IT services
B. By providing clear documentation about the meaning of events generated by their products
C. By initiating major event reviews after high-priority incidents
D. By defining which exception events do not require action

Answer: B

Explanation:
Partners and suppliers play a crucial role in supporting the Monitoring and Event Management practice by providing clear documentation that explains the meaning of the events generated by their products. This allows the service provider to understand and respond to these events appropriately. Accurate documentation helps ensure that the events can be interpreted quickly and acted upon, supporting effective incident and problem management.

NEW QUESTION # 34
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