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

Topic	Details
Topic 1	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 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	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	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	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.

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q93-Q98):

NEW QUESTION # 93
Which is a challenge of the monitoring and event management practice in a modern IT environment?

A. Volume of data
B. Lack of data
C. Service value streams
D. Lack of availability of monitoring tools

Answer: A

Explanation:
One of the main challenges in monitoring and event management in modern IT environments is the volume of data generated by various systems, applications, and infrastructure. As organizations increasingly rely on complex, distributed environments, the amount of data from monitoring systems can become overwhelming, making it difficult to identify critical events amidst the noise.
Volume of Data: Modern IT environments produce vast amounts of data, which can be challenging to manage and analyze effectively. Filtering out unnecessary data while focusing on critical events is a common issue.
Option A ("Volume of data") is the correct answer because the sheer amount of data generated by monitoring tools is one of the key challenges in modern IT environments.
Incorrect Options:
Option B: Lack of data is not typically a challenge in modern environments.
Option C: Monitoring tools are widely available, so lack of tools is rarely an issue.
Option D: Service value streams are a part of service management but are not a challenge specific to monitoring and event management.

NEW QUESTION # 94
Which third party contribution to problem management should NOT be documented in a problem model?

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

Answer: D

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 # 95
An organization is designing a value stream for restoring service to users.
At which step in value stream mapping should the user touchpoints be identified?

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

Answer: B

Explanation:
In value stream mapping, user touchpoints are identified when the scope of the value stream analysis is being defined. This initial step is critical because it outlines the start and end points of the value stream and helps identify all key interactions, including those where users engage with the service.
Defining the scope ensures that all critical user interactions (touchpoints) are identified and included in the analysis, which is essential for ensuring the value stream meets user needs efficiently.
Other steps like creating a 'to be' value stream map and reflecting on the value stream map come later in the process and focus more on optimization and future state mapping.

NEW QUESTION # 96
What is a key input to the service request fulfillment control process?

A. Fulfilled service requests
B. Policies regulatory requirements
C. User survey insults
D. Service request Queries

Answer: B

Explanation:
A key input to the service request fulfillment control process is understanding the policies and regulatory requirements that govern how service requests must be handled. These requirements ensure that service requests are fulfilled in compliance with organizational and legal standards.
Policies and Regulatory Requirements (Answer C - Correct): Policies and regulatory requirements define the boundaries within which service requests must be fulfilled. These inputs ensure that the service provider adheres to internal guidelines and external regulations, helping to maintain compliance and reduce the risk of legal or regulatory breaches during the service request fulfillment process.
Service Request Queries (Answer A - Incorrect): Queries from users are part of the operational aspect of fulfilling requests, but they are not a primary input for controlling the overall fulfillment process.
Fulfilled Service Requests (Answer B - Incorrect): Fulfilled requests represent outputs or results, not inputs to the control process.
User Survey Results (Answer D - Incorrect): While user feedback is important for improving the process, it is not a key input to the control process for managing compliance and ensuring requests are fulfilled according to policies and regulations.
ITIL 4 Reference:
Service Request Management Practice: Policies and regulatory requirements are crucial inputs for managing service request fulfillment to ensure that all actions are compliant with organizational standards.
Governance in ITIL 4: Ensures that services are delivered within the framework of legal and regulatory requirements.

NEW QUESTION # 97
When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

A. Support of end-to-end value streams
B. Support of service request models
C. Available and convenient self-service
D. Work hours planning and reporting

Answer: C

Explanation:
The issue described involves users being unable to effectively fulfill their portion of service requests, leading to delays and dissatisfaction. In this case, an available and convenient self-service portal is crucial. It allows users to easily complete their part of the request fulfillment process without needing assistance from the service provider. Self-service capabilities reduce delays and improve the user experience, ensuring that users can fulfill requests independently.
Self-Service Portals: These portals empower users by providing easy access to service request options and support for completing their portion of the request fulfillment.
Option D ("Available and convenient self-service") is the correct answer because a well-designed self-service portal can address the issue of users struggling with fulfilling their requests independently.
Incorrect Options:
Option A: Service request models define processes but do not directly address user participation.
Option B: End-to-end value streams are important but do not specifically address the user-facing issue of self-service.
Option C: Work hours planning relates to staff schedules, not to user satisfaction with self-service.

NEW QUESTION # 98
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