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

Topic	Details
Topic 1	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 2	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 3	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 4	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 5	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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q127-Q132):

NEW QUESTION # 127
Which statement about the third-parties role in incident management is CORRECT?

A. Incident models should define third parties' involvement in incident management
B. Incident management activities should be delegated to third parties as much as possible
C. Interactions with third parties during incident management should be formalized as much as possible
D. Third parties should be excluded from incident management activities

Answer: A

Explanation:
In ITIL 4, incident models provide predefined steps for handling incidents, including the roles and responsibilities of third parties. It is important that these models define how and when third parties are involved in incident management, ensuring their contribution is clear and that the process is efficient and effective.
Excluding third parties (Option A) is incorrect, as third parties often play a critical role, especially in complex services that involve external providers.
Delegating incident management (Option C) to third parties is only appropriate in specific contexts and not a general best practice.
While formalizing interactions (Option D) is important, it is secondary to clearly defining third-party roles in incident models.

NEW QUESTION # 128
Which of the following is an input to the 'communicating to users' process?

A. Guidelines and procedures for triage
B. Technology opportunities
C. Communication reports
D. Previous incident, problem and change records

Answer: D

Explanation:
When communicating with users, it is important to use historical data such as previous incident, problem, and change records. This information helps provide context and ensures that communication is accurate and informed by past events. These records can guide responses to current incidents or service requests and help set expectations for resolution based on historical trends.
Previous Incident, Problem, and Change Records: These provide valuable information that can be used to communicate effectively with users about ongoing issues, expected resolution times, and any steps that have been taken to resolve similar issues in the past.
Option C ("Previous incident, problem, and change records") is the correct answer because these records serve as a key input for informed user communication.
Incorrect Options:
Option A: Triage guidelines are for internal processes, not directly related to user communication.
Option B: Communication reports reflect previous communication activities, not input to the communication process.
Option D: Technology opportunities are not relevant to incident communication.

NEW QUESTION # 129
Which of the following is NOT a benefit of the 'incident management' practice?

A. Higher client and employee satisfaction
B. Fulfilment of the SLAs with service consumers
C. Reduced knowledge capture and reuse
D. Reduced losses caused by IT service unavailability

Answer: C

Explanation:
The Incident Management practice in ITIL 4 provides several benefits, including the fulfillment of SLAs, improving client and employee satisfaction, and reducing losses caused by service unavailability. However, reduced knowledge capture and reuse is not a benefit; in fact, knowledge capture and reuse are key goals of incident management to ensure that lessons learned from incidents are applied to prevent future issues. Proper documentation and sharing of knowledge ensure continuous improvement and efficiency in resolving incidents.

NEW QUESTION # 130
A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

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

Answer: D

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 # 131
Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

A. 2 and 3
B. 3 and 4
C. 1 and 2
D. 1 and 4

Answer: A

Explanation:
The service desk is primarily responsible for handling service requests and incidents. A service request refers to user requests for information, advice, or access to a standard service, while an incident refers to an unplanned interruption or reduction in the quality of an IT service. These are the two most common types of interactions captured by the service desk.
Service Requests: Routine requests from users, such as password resets or access to applications.
Incidents: Issues affecting the availability or performance of services that need to be addressed promptly.
Option B ("2 and 3 - Service requests and Incidents") is the correct answer because these are the primary types of requests handled by the service desk.
Incorrect Options:
Option A (Problems): Problems are handled by problem management, not typically captured by the service desk.
Option C (Changes): Changes are managed by change enablement, not the service desk.

NEW QUESTION # 132
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