PROFESSIONAL ITIL 4 SPECIALIST: MONITOR, SUPPORT, FULFIL EXAM STUDY QUESTIONS ARE BEST EXAM TOOL FOR YOUR ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL EXAM

Professional ITIL 4 Specialist: Monitor, Support, Fulfil Exam Study Questions are Best Exam Tool for Your ITIL-4-Specialist-Monitor-Support-Fulfil Exam

Professional ITIL 4 Specialist: Monitor, Support, Fulfil Exam Study Questions are Best Exam Tool for Your ITIL-4-Specialist-Monitor-Support-Fulfil Exam

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q120-Q125):

NEW QUESTION # 120
A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.
How should automation of problem management support the team in this situation?

  • A. By supporting the problem management metrics
  • B. By supporting automated periodic control of known errors
  • C. By supporting, separation of problem and known errors
  • D. By supporting problem diagnosis with machine learning

Answer: B

Explanation:
In the situation where known errors have been identified and workarounds are in place, automation in problem management can help by supporting automated periodic control of known errors. This ensures that known errors are regularly monitored, and their impact and workarounds are reassessed to ensure they remain valid.
Supporting problem metrics (Option A) and machine learning (Option C) might be useful but are not directly related to monitoring known errors.
Separation of problems and known errors (Option B) is already a part of standard problem management practices, but automation in periodic control is more relevant here.


NEW QUESTION # 121
An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?

  • A. Define the purpose of the value stream
  • B. Reflect on the value stream map
  • C. Identify the scope of the value stream analysis
  • D. Create a 'to be' value stream map

Answer: D

Explanation:
When designing a value stream for onboarding users, the service desk practice's involvement should be identified during the creation of the 'to be' value stream map. This step defines the future state of the value stream and allows for the service desk's role in supporting the onboarding process to be clearly mapped out and optimize.


NEW QUESTION # 122
What defines how event messages will be processed and evaluated?

  • A. A monitoring action plan
  • B. A health model
  • C. An event correlation
  • D. A rule set

Answer: D

Explanation:
In ITIL 4, event management involves detecting and responding to events generated by various systems and services. The rule set defines how event messages are processed and evaluated to determine the appropriate response. These rules guide the system in correlating events and taking action based on predefined criteria.
Rule Set: This is a set of predefined conditions that determine how events should be handled, ensuring that the correct actions are taken based on the type and severity of the event.
Option B ("A rule set") is the correct answer because it directly relates to defining how event messages will be processed and evaluated.
Incorrect Options:
Option A (Event correlation): Correlates related events but does not define how they are processed.
Option C (Health model): Provides insights into system health but does not define how events are processed.
Option D (Monitoring action plan): Guides monitoring but doesn't specifically define event processing rules.


NEW QUESTION # 123
What should the service request management practice handle in order to support the agreed quality of a service?

  • A. Requests that initiate an agreed service action
  • B. Requests to determine the root cause of an incident
  • C. Requests to resolve an interruption to an agreed service
  • D. Requests for design of a new service

Answer: A

Explanation:
The service request management practice in ITIL 4 is responsible for handling all pre-defined, user-initiated service requests. These are typically requests for something that is already part of an agreed-upon service offering (for example, password resets or access to software).
Agreed Service Actions: This refers to standard service actions that are defined and documented, such as software access or user account creation. Service request management ensures that such requests are handled efficiently and in line with agreed service levels.
Option A ("Requests that initiate an agreed service action") is the correct answer, as it aligns with the purpose of service request management, which is to handle routine requests for agreed service actions.
Incorrect Options:
Option B: Requesting the design of a new service falls under service design, not service request management.
Option C: Requests to resolve an interruption to a service are incidents, not service requests.
Option D: Determining the root cause of an incident relates to problem management, not service request management.


NEW QUESTION # 124
What management practice is involved in providing users with descriptions of the service requests available to them?

  • A. Service catalogue management
  • B. Change enablement
  • C. Problem management
  • D. Incident management

Answer: A

Explanation:
The service catalogue management practice involves maintaining a structured list or catalogue of services available to users. This includes providing clear descriptions of the services, service requests, and the options available to users.
Service catalogue management ensures that all service offerings and requests are clearly documented, communicated, and accessible to users. This helps users understand what services they can request and how to access them.
Option D ("Service catalogue management") is the correct answer, as it directly involves providing users with descriptions of available service requests.
Incorrect Options:
Option A (Problem management): Deals with identifying and managing the underlying causes of incidents.
Option B (Incident management): Focuses on restoring normal service operation as quickly as possible.
Option C (Change enablement): Manages changes to services, not the description of service requests.


NEW QUESTION # 125
......

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