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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

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 3

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 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 (Q138-Q143):

NEW QUESTION # 138
In which step of the 'incident handling and resolution' process will a change be initiated?

A. Incident registration
B. Incident resolution
C. Incident closure
D. Incident diagnosis

Answer: B

Explanation:
During the incident resolution step of the incident handling process, it may become clear that a change is needed to resolve the underlying issue permanently. This is where the connection between Incident Management and Change Enablement occurs. For instance, if the resolution of the incident requires a modification to the system, a change request is initiated to implement this solution, ensuring the problem does not recur.

NEW QUESTION # 139
A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

A. Survey tools
B. Work planning and prioritization tools
C. Workflow management and collaboration tools
D. Analysis and reporting tools

Answer: C

Explanation:
To track the progress of improvement initiatives in the service desk, workflow management and collaboration tools are essential. These tools allow for the automation and tracking of tasks, ensuring that improvement activities are well-organized and that stakeholders can collaborate effectively on initiatives. By using these tools, service providers can ensure that workflows are properly managed and that progress is tracked in a transparent way.
Workflow Management: Automates and tracks the sequence of tasks related to service desk improvements.
Collaboration Tools: Facilitate communication and coordination between different teams working on improvement initiatives.
Option A ("Workflow management and collaboration tools") is the correct answer because these tools directly support tracking and managing improvement initiatives.
Incorrect Options:
Option B (Analysis and reporting tools): These are useful for measuring outcomes but not for tracking the progress of initiatives.
Option C (Work planning and prioritization tools): These help in planning, but not in tracking the execution of improvements.
Option D (Survey tools): These are for gathering feedback, not for tracking progress.

NEW QUESTION # 140
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 senior technical specialist with a thorough knowledge of the organization's products and architecture
B. An enterprise architect who is experienced at defining and documenting processes and workflows
C. A business relationship manager who previously worked as a risk manager
D. A service desk manager who is an expert at configuring service management tools

Answer: A

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 # 141
A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?

A. A dedicated problem manager who works in a senior role to coordinate resources for complex issues
B. A technical specialist who understands how the servers work and how they can be repaired and upgraded
C. A problem coordinator who understands how to log, manage, and close problems
D. A service owner who understands the service architecture and how the components are configured

Answer: D

Explanation:
In ITIL 4, the service owner is typically the person responsible for managing a specific service throughout its lifecycle. The service owner has a deep understanding of the service's architecture, including how the components are configured and how they interact. When a vendor bulletin describes a critical issue affecting servers that play an essential role in the delivery of a service, it is the service owner who is most likely to assess how this issue could impact the organization's operations. They have the expertise to understand the dependencies of these components within the service and make informed decisions about risk mitigation and necessary actions.

NEW QUESTION # 142
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. 1 and 4
B. 2 and 3
C. 3 and 4
D. 1 and 2

Answer: C

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 # 143
......

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