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

Topic	Details
Topic 1	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 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	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 4	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 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.

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q71-Q76):

NEW QUESTION # 71
What practice enables the early detection of incidents?

A. Service request management
B. Problem management
C. Knowledge management
D. Monitoring and event management

Answer: D

NEW QUESTION # 72
A service provider wants to automatically create records and tasks if certain events happen. These can be incident records, maintenance tasks, change records, and others. Which automation system should the service provider use for this?

A. Knowledge management system
B. Service configuration management system
C. Monitoring system built into the monitored component
D. Workflow management system

Answer: D

Explanation:
A workflow management system automates the process of creating and managing records and tasks in response to specific events. This system can handle various types of tasks, such as creating incident records, initiating maintenance activities, or triggering change records, based on predefined workflows. It ensures that the appropriate actions are taken automatically when certain events are detected.
Automation through Workflow Management: This system allows for the seamless creation of tasks and records whenever an event occurs, improving efficiency and reducing the need for manual intervention.
Option B ("Workflow management system") is the correct answer because it automates the creation of incident records, maintenance tasks, and change records based on predefined event triggers.
Incorrect Options:
Option A (Knowledge management system): This system manages information and knowledge, not tasks or records.
Option C (Monitoring system built into the monitored component): This system detects events but does not handle task or record creation.
Option D (Service configuration management system): This system manages configuration items (CIs) but does not create records or tasks automatically.

NEW QUESTION # 73
Which capability level shows that the problem management practice is defined.
Achieve its purpose, and is integrated with other practices?

A. Level 2
B. Level 3
C. Level 5
D. Level 4

Answer: B

Explanation:
At capability level 3, a practice is defined, achieves its purpose, and is integrated with other practices. This level indicates that the practice is functioning consistently across the organization and that it has been formalized and integrated into the organization's processes.
Level 3 (Answer B - Correct): At this level, the problem management practice has been properly defined and integrated with other service management practices, such as incident management and change enablement. The organization has established workflows and procedures to ensure that problems are managed effectively.
Level 2 (Answer A - Incorrect): Level 2 reflects that the practice is in place but not fully defined or integrated with other practices.
Level 4 (Answer C - Incorrect): Level 4 indicates that the practice is quantitatively managed, with performance metrics and data used to drive continuous improvement.
Level 5 (Answer D - Incorrect): Level 5 reflects that the practice is optimized and fully integrated with other practices, with a strong focus on continual improvement.
ITIL 4 Reference:
Problem Management Practice Maturity: Capability levels help organizations assess the maturity of their practices, with level 3 representing a well-defined and integrated practice.

NEW QUESTION # 74
What is NOT a potential reason for registering an incident?

A. The customer is unhappy with the service level agreement
B. Service level agreement is breached
C. Users perceiving the situation as abnormal
D. A specialist thinks that the service is not operating normally

Answer: A

Explanation:
Being unhappy with the service level agreement (SLA) is not a valid reason for registering an incident. An incident is an unplanned interruption to a service or reduction in the quality of a service, whereas dissatisfaction with an SLA would be managed through other processes like service level management or complaints handling.
Users perceiving a situation as abnormal, a breach of SLA, and a specialist identifying a service issue are valid reasons for registering an incident.

NEW QUESTION # 75
Which of the following BEST describes a service request?

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

Answer: B

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 # 76
......

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Study Guide ITIL-4-Specialist-Monitor-Support-Fulfil Pdf - Study ITIL-4-Specialist-Monitor-Support-Fulfil Tool

Choosing the Right Format for Your Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Questions Preparation with Exams

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

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q71-Q76):

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