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ITIL-4-Specialist-Monitor-Support-Fulfil Test Braindumps & ITIL-4-Specialist-Monitor-Support-Fulfil Latest Dumps Free

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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

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 3

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 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

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 (Q76-Q81):

NEW QUESTION # 76
Which of the following is a practice success factor for the 'service desk' practice?

A. Overcoming the challenges associated with using web portals
B. Ensuring that multichannel communication is used and improved wherever possible
C. Enabling the effective integration of user communications into value streams
D. Including service desk communication in every value stream

Answer: B

Explanation:
The 'service desk' practice in ITIL 4 focuses on providing a single point of contact between the service provider and users. It is responsible for capturing demand for incident resolution and service requests, while also being responsible for general communication across the entire organization.
A . Including service desk communication in every value stream: While communication is a key component, service desk communication is not necessarily included in every value stream. The service desk is a component of user interaction, but the success factor here focuses more on how communication is handled rather than its integration in every part of the value chain.
B . Ensuring that multichannel communication is used and improved wherever possible (Correct Answer): One of the key success factors for a service desk is to ensure that communication happens across multiple channels such as phone, email, chat, or web portal. This makes the service desk more accessible and flexible in how it interacts with users, and ITIL 4 stresses the importance of continually improving communication channels to enhance service desk effectiveness.
C . Enabling the effective integration of user communications into value streams: This option suggests that the focus is on how communications fit into value streams, but in the context of the service desk, success factors revolve more around communication quality and accessibility rather than integration into the value streams.
D . Overcoming the challenges associated with using web portals: While overcoming challenges with portals is important, it is not a broad success factor for the entire practice of the service desk. It is more specific to one communication method.
Thus, the success factor that best aligns with the goals of the service desk practice in ITIL 4 is ensuring multichannel communication and its continual improvement.

NEW QUESTION # 77
What is a part of the service desk manager role?

A. Triaging user queries
B. Acknowledging user queries
C. Creating and maintaining a healthy work culture
D. Providing software tools for service desk

Answer: C

Explanation:
The role of a service desk manager goes beyond operational tasks and includes ensuring that the team works in a positive and productive environment. Maintaining a healthy work culture is essential for motivating staff, reducing burnout, and improving overall service desk performance. This aligns with ITIL's focus on managing people, roles, and responsibilities to deliver quality service.

NEW QUESTION # 78
An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices.
Which of the following suggestions is the BEST for the organization to achieve that objective?

A. SU11I with the most critical services and implement a detailed incident workflow
B. Start with the least critical services and implement a detailed incident workflow
C. Start with the most critical services and Implement a basic incident workflow
D. Start with the least critical services and implement a basic incident workflow

Answer: C

Explanation:
In ITIL 4, incident management focuses on restoring normal service operations as quickly as possible to minimize the business impact. The key to simplifying incident management is starting with critical services, where the impact of downtime is most severe, and using a basic workflow that can be expanded later.
Start with the most critical services: This approach is in line with ITIL's "Focus on value" guiding principle, where critical services deliver the highest value to the business. Addressing incidents affecting these services ensures that the organization's most important functions remain operational. ITIL recommends prioritizing actions that have the highest value to the customer and stakeholders.
Implement a basic incident workflow: ITIL's "Keep it simple and practical" principle stresses the importance of avoiding unnecessary complexity in processes and practices. Implementing a basic workflow allows the organization to manage incidents effectively without overcomplicating the process. As the organization matures in its incident management practices, it can expand and refine the workflow to handle more complex incidents.
By starting with critical services and using a basic workflow, the organization avoids overcomplicating incident management while ensuring that its most important services are addressed promptly, reducing the risk of significant disruptions.

NEW QUESTION # 79
Which process has an output of 'stakeholder notifications'?

A. Monitoring and event management review
B. Event handling
C. Ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible
D. Monitoring planning

Answer: B

Explanation:
In ITIL 4, event handling involves managing events that may require notifications to stakeholders. When an event is detected, it could signify a change in the state of a service or component, necessitating communication with relevant stakeholders to ensure appropriate actions are taken. Stakeholder notifications are a key part of this process, ensuring that those affected or involved are informed promptly.

NEW QUESTION # 80
Which third party contribution to problem management should NOT be documented in a problem model?

A. How the third party helps to develop the problem management practice
B. How the third party helps to investigate specific types of problem
C. How the third party documents workarounds for problems
D. How the third party identifies and logs problems

Answer: A

Explanation:
A problem model documents the steps needed to manage a specific type of problem, including how third parties contribute to resolving it. While third parties may assist in identifying and investigating problems or providing workarounds, contributing to the development of the problem management practice is not typically included in a problem model. Problem models are focused on the operational aspects of managing recurring issues, rather than the broader development of practices.
Third-Party Contributions: Problem models are designed to document how third parties assist in resolving specific types of problems (e.g., helping with investigations, logging problems, or providing workarounds). These models focus on practical, actionable contributions directly related to problem resolution.
Option C ("How the third party helps to develop the problem management practice") is the correct answer because problem models do not typically include strategic contributions to the overall practice; they focus on operational activities.
Incorret Options:
Option A: Involvement in investigating problems is relevant to problem models.
Option B: Documenting workarounds is essential for problem management.
Option D: Logging problems is part of operational problem management.

NEW QUESTION # 81
......

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