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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam ITIL-4-Specialist-Monitor-Support-Fulfil Prüfungsfragen mit Lösungen (Q83-Q88):

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

Antwort: A

Begründung:
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.

84. Frage
Which of the following is an input to the 'user query handling' process?

A. Previous incident, problem and change records
B. Recorded and categorized user queries
C. Categorized user queries
D. Service desk performance reports

Antwort: B

Begründung:
In ITIL 4, the 'user query handling' process is part of the service desk practice, which involves addressing inquiries and requests from users. For the service desk to handle these queries effectively, it needs access to input data, particularly categorized user queries.
A . Previous incident, problem, and change records: While historical data can be useful for identifying trends and improving problem management, it is not the primary input for the 'user query handling' process. These records serve more as inputs for problem or incident management rather than query handling.
B . Service desk performance reports: Performance reports are outputs used to assess the effectiveness of the service desk but are not inputs to the query handling process.
C . Categorized user queries: This would be the result of the query handling process, but it isn't an initial input.
D . Recorded and categorized user queries (Correct Answer): Recorded and categorized user queries serve as a key input to the 'user query handling' process. Proper categorization allows the service desk to efficiently prioritize and address user requests.
Thus, D is the correct input for the user query handling process in line with ITIL 4 guidelines.

85. Frage
How can partners and suppliers support the service desk practice?

A. By providing trained resources to work in service desk teams
B. By providing consultancy on how to customize the IT services
C. By outsourcing the development of II services
D. By providing change enablement tools

Antwort: A

Begründung:
The service desk practice in ITIL 4 is the single point of contact between the service provider and the users, focusing on incident resolution and service request management. Partners and suppliers can support this practice by providing trained resources to work in service desk teams. This aligns with the "Partners and Suppliers" dimension of service management, which emphasizes that external organizations can supply expertise, resources, or technology that help the service provider meet its objectives.
ITIL encourages collaboration with external partners when the internal organization lacks the necessary resources or expertise. Providing trained resources enhances the service desk's ability to efficiently resolve incidents and handle requests, ensuring continuity and service quality.
Other options, such as providing change enablement tools or outsourcing IT services, do not directly support the service desk in its role of handling incidents and requests.

86. Frage
An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?

A. Ensure effective integration with service desk, change enablement, and problem management
B. Use swarming to optimize resolution of unusual and major incidents
C. Motivate team members to document and share their knowledge
D. Assess business impact even if there are no directly affected users yet

Antwort: B

Begründung:
Swarming involves bringing together a group of experts from different teams to collaborate on resolving complex or high-priority incidents. This approach allows for rapid response and collective problem-solving, which is particularly useful for handling unusual and major incidents. It avoids the traditional escalation model, where incidents are passed from one team to another, potentially slowing down resolution.
Swarming: This method is highly effective in addressing complex incidents by leveraging the collective knowledge and expertise of multiple teams.
Option C ("Use swarming to optimize resolution of unusual and major incidents") is the best option because it helps optimize incident resolution for complex and high-impact incidents.
Incorrect Optis:
Option A: While integration with other practices is important, swarming directly addresses the complexity of incidents.
Option B: Assessing business impact is valuable but doesn't directly optimize incident handling.
Option D: Documenting and sharing knowledge is important for long-term improvement but doesn't immediately address incident resolution.

87. Frage
What is part of the service desk agent role?

A. Creating and maintaining a healthy work culture
B. Ensuring the workload balance between the service desk activities and involvement in other practices
C. Planning the capacity and performance of the service desk team
D. Triaging user queries end taking appropriate action

Antwort: D

Begründung:
The role of a Service Desk Agent in ITIL 4 focuses on being the first point of contact for users. One of the primary responsibilities of a service desk agent is to triage user queries, meaning they assess and prioritize the issues reported by users and take appropriate action to resolve them or escalate them as needed.
Triaging User Queries and Taking Appropriate Action (Answer C - Correct): This is a core responsibility of service desk agents. They are responsible for assessing the nature of incidents or requests, categorizing them, and ensuring they are either resolved or escalated to the appropriate teams. This role is crucial in ensuring timely and efficient service delivery.
Planning Capacity and Performance (Answer A - Incorrect): Planning the capacity and performance of the service desk is typically the responsibility of service desk management or leadership, not individual agents.
Ensuring Workload Balance Between Service Desk and Other Practices (Answer B - Incorrect): This is also a managerial task focused on resource management, not a specific responsibility of service desk agents.
Creating and Maintaining a Healthy Work Culture (Answer D - Incorrect): While contributing to a healthy work culture is important, this is a broader organizational goal, not a specific task assigned to service desk agents.
ITIL 4 Reference:
Service Desk Practice: The main responsibilities of service desk agents include triaging incidents, managing queries, and ensuring that issues are addressed or escalated as appropriate to maintain service levels.

88. Frage
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