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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	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 4	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 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 (Q101-Q106):

NEW QUESTION # 101
An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals.
Which of the following statements a CORRECT?

A. Teams that share responsibility should celebrate heroes and should nut slime successes awl failures
B. Teams that share responsibility should be encouraged to engage experienced people in the process
C. Teams that share responsibility cannot have only one person that sees an Incident through to resolution
D. Teams that share responsibility should bounce incidents between them and other teams

Answer: B

Explanation:
In ITIL 4, the Incident Management practice emphasizes the need for collaboration, efficient response, and leveraging expertise to resolve incidents quickly and minimize their impact. The correct approach to addressing issues like collective responsibility and improving knowledge-sharing is to ensure that experienced individuals are involved in the process.
Engaging Experienced People (Answer C - Correct): ITIL promotes collaboration and knowledge-sharing within and between teams. Engaging experienced people ensures that incidents are handled by those with the requisite skills and knowledge, which improves both the speed of resolution and the learning opportunities for others involved. This is in line with the Collaborate and Promote Visibility guiding principle, where cross-team collaboration is encouraged to enhance service restoration and continual improvement.
Hero Mentality and Failing Together (Answer B - Incorrect): While recognizing achievements is important, ITIL advises against promoting a "hero culture" where individuals are solely credited for resolving incidents. Instead, it encourages collective responsibility and learning from both successes and failures. The focus should be on continuous learning and improvement, rather than celebrating individual success in a team-oriented environment.
Seeing an Incident Through to Resolution (Answer A - Incorrect): Even in teams where responsibility is shared, ITIL recommends that there should be clear ownership of incidents to ensure accountability. It's crucial that one person or a defined team tracks the incident from start to finish, even if multiple people contribute to the resolution.
Bouncing Incidents Between Teams (Answer D - Incorrect): ITIL discourages the practice of bouncing incidents between teams, as this can lead to delays, confusion, and poor resolution times. Instead, clear responsibility and communication are key to effective incident resolution.
ITIL 4 Reference:
Incident Management Practice: Focuses on ensuring efficient and quick restoration of service by involving the right people and sharing knowledge across teams.
Collaborate and Promote Visibility Guiding Principle: Encourages involving experienced individuals and sharing knowledge to improve outcomes.

NEW QUESTION # 102
How can partners and suppliers support the monitoring and event management practice?

A. By defining which informational events require immediate action
B. By building event generation capabilities into their product's operating system
C. By providing incident management tools
D. By benchmarking service performance against SLAs agreed with customers

Answer: B

Explanation:
Partners and suppliers can support the monitoring and event management practice by integrating event generation capabilities into their products, allowing the organization to monitor and manage events more effectively. This allows systems to automatically generate and report events based on predefined triggers, facilitating proactive management.
Event Generation: By building event generation capabilities into their products, suppliers ensure that critical events are automatically detected and reported, supporting the organization's monitoring efforts.
Option A ("By building event generation capabilities into their product's operating system") is the correct answer because it directly supports the ability to monitor systems effectively through automated event generation.
Incorrect Options:
Option B: Defining which events require immediate action is part of internal event handling, not a supplier's responsibility.
Option C: Benchmarking performance is useful but not directly related to event management.
Option D: Providing incident management tools supports incident resolution, not event generation.

NEW QUESTION # 103
Which capability level is MOST focused on continual improvement?

A. Level 3
B. Level 4
C. Level 5
D. Level 2

Answer: C

Explanation:
The Capability Maturity Model Integration (CMMI) defines five levels of process maturity, with each level building upon the previous one.
Level 5 - Optimizing: This level is characterized by a focus on continuous process improvement. Organizations at this level proactively identify and implement improvements to their processes based on quantitative data and analysis. They are constantly looking for ways to make their processes better and more efficient.

NEW QUESTION # 104
A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

A. Identifying and logging problems
B. Coordinating problem solving teams
C. Investigating problems
D. Reviewing known errors

Answer: B

Explanation:
In organizations where multiple product-focused teams exist alongside a small problem management team, the problem management team's primary role is often to coordinate problem-solving activities across these teams. This ensures that the right people are involved in the investigation and resolution of problems, facilitating collaboration and driving solutions.
Identifying and logging problems (Option A) is typically performed by product-focused teams or incident management.
Investigating problems (Option B) may be a shared responsibility but is often handled by the product-focused teams.
Reviewing known errors (Option D) is part of the error control process but not the main responsibility in a coordination-heavy role.

NEW QUESTION # 105
Which activity of the 'user query handling' process will result in the service desk agent resolving the query at first line?

A. Validate the user query
B. Acknowledge and record the user query
C. Triage the user query and inmate the appropriate activities
D. Informal ion packaging

Answer: C

Explanation:
In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams.
Acknowledging and recording the query is an important step but does not lead directly to resolution.
Information packaging typically refers to preparing information for the user, often following resolution.
Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.

NEW QUESTION # 106
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