ITIL 4 Specialist Monitor Support Fulfil PeopleCert Certification Exam Dumps

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ITIL 4 Specialist Monitor Support Fulfil PeopleCert Certification exam is easy to take. There are 60 multiple-choice questions in the real ITIL 4 Specialist Monitor Support Fulfil exam, and you have 90 minutes to complete the test. The minimum passing score is 65%. The available languages are Brazilian Portuguese, Chinese, English, French, German, Italian, Japanese, Polish and Spanish. We have cracked the latest PeopleCert ITIL 4 Specialist Monitor Support Fulfil exam dumps, which can ensure you pass easily. Free PeopleCert ITIL 4 Specialist Monitor Support Fulfil exam dumps are available below.

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1. Which types of incidents do NOT usually require on individual review upon resolution?

Recurring incidents

Major Incidents

New types of incidents

Incidents not resolved in time

2. What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

Incident diagnosis

Incident classification

Incident resolution

Incident detection

3. The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream.

Which of the following statement is CORRECT?

Incident management should be involved in all value streams.

Only the incident management value stream can trigger restoration of normal service

Incident management can be involved in other value streams

Incident management should be included in the required fulfillment workflow

4. 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?

Teams that share responsibility cannot have only one person that sees an Incident through to resolution

Teams that share responsibility should celebrate heroes and should nut slime successes awl failures

Teams that share responsibility should be encouraged to engage experienced people in the process

Teams that share responsibility should bounce incidents between them and other teams

5. How is service configuration management system used for incident handling and resolution?

It helps to detect incidents

It supports Incident classification

It helps to manage modem records

It supports collection of user's feedback

6. Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

It is not important to ensure third parties' adherence to organization's policies.

It is not important to integrate third parties into incident Information exchange workflows.

It is important to ensure that third parties adhere to the Incident management policies established by their customers.

It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.

7. An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices.

Which of the following suggestions is the BEST for the organization to achieve that objective?

Start with the most critical services and Implement a basic incident workflow

Start with the least critical services and implement a basic incident workflow

SU11I with the most critical services and implement a detailed incident workflow

Start with the least critical services and implement a detailed incident workflow

8. Which incident management capability criteria must be fulfilled to achieve capability level 5?

The users and other relevant stakeholders know how to report incidents and report them as soon as possible

Incidents ate usually detected immediately after they occur

The effectiveness of incident detection is regularly reviewed and continually improved

Incidents are usually resolved in the Quickest possible way

9. It is important for a service provider to understand user’s feelings, emotions, and needs.

Which service capability supports this?

Assurance

Service empathy

Omnichannel communication

Moment of truth

10. Which is a practice success factor for the service desk practice?

Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users

Overcoming the challenge of the limited scalability or voice and video cell channels

Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff

Ensuring that multichannel communication is used and improved wherever possible

Page 2 of 6

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

By providing change enablement tools

By providing trained resources to work in service desk teams

By outsourcing the development of II services

By providing consultancy on how to customize the IT services

12. Which of the following describes the purpose of the service desk practice desk practice?

To ensure that the demand tor incident resolution and service requests is captured

To minimize the negative impact of incidents by restoring normal service operation as quickly possible

To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents

To systematically observe services and service components, and record and report selected changes of state

13. Which of the following automation tolls will help to integrate service desk with other practice in the service provider’s value streams?

Survey tools

Workflow management tools

Reporting tools

Work prioritization tools

14. 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?

Identify the scope of the values stream analysis

Reflect on the value stream map

Create a 'to be’ value stream map

Define the purpose of the value stream from the business standpoint

15. Which of the following is an input to the ‘user query handling’ process?

Improvement initiatives

Categorized user queries

Recorded and categorized user queries

Guidelines and procedures for triage

16. An organization is designing a value stream for communicating planned outages to users.

Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

Using the 'to be' value stream map to plan improvements

Define the purpose of the value stream

Create a 'to be value stream map

Do the service value stream walk

17. An organization is improving its service desk practice.

How should the organization use the guiding principle 'start where you are'?

Standardize operations and automate processes where possible

Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations

Establish a clear communication channel but use the procedures that are currently available.

Gradually Implement new service desk channels and loots

18. What is part of the service desk agent role?

Planning the capacity and performance of the service desk team

Ensuring the workload balance between the service desk activities and involvement in other practices

Triaging user queries end taking appropriate action

Creating and maintaining a healthy work culture

19. Which activity of the ‘user query handling’ process will result in the service desk agent resolving the query at first line?

Acknowledge and record the user query

Informal ion packaging

Triage the user query and inmate the appropriate activities

Validate the user query

20. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

Service request procedures are automated

Service request fulfilment is performed in line with the agreed procedures

Service request procedures are optimized

Service requests ere fulfilled according to user satisfaction

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21. Which consumer role is the primary focus of the service request management practice?

Customer

User

Sponsor

Asset manager

22. A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.

Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?

Available and convenient self service

Affordable and flexible super-user role

Work hours planning and reporting

Support of end to end value streams

23. A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays.

What is the BEST way to improve this situation?

Review me fulfilment procedures to remove the need for change implementation

Review the service value stream to ensure effective integration of all Involved

Automate the fulfillment procedures

Outsource the fulfilment procedures

24. What is a key input to the service request fulfillment control process?

Service request Queries

Fulfilled service requests

Policies regulatory requirements

User survey insults

25. The appropriate service request model is chosen as pad or which activity of the ‘service request fulfillment control process?

Service request model initiation and control

Request categorization

Ad hoc fulfilment control

Fulfil merit review

26. Which activity of the ‘service desk optimization’ process ensures that change request are raised where necessary?

Service desk improvement communication

service desk review

Triage the user query and initiate the appropriate activities

Service desk improvement Initiation

27. If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

Level 1

Level 2

Level 3

Level 4

28. Which of the following BEST describes a service request?

A set of details about service requests which is made available to users

A standardized approach to the fulfilment of a service request type

A request from a user to initiate an agreed service action

A required functional component of the service request management practice

29. Which activity is part of the ‘service request review and optimization’ process?

Selecting the appropriate service request model

Registering suggested Improvements to service request models

Enacting the procedures to fulfill the request

Deciding on whether to fulfil exceptions lo standard service requests

30. A service owner needs to have a good knowledge of available tools and methods.

Which service request management activity is this knowledge particularly useful for?

Request categorization

Ad hoc fulfilment control

Service request modal update communication

Service request model improvement initiation

Page 4 of 6

31. Which role or team usually perform the initial operational actions on service requests?

Service desk

Specialized technician

Problem manager

Change manager

32. Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

Service level agreements

Service request catalogue

Service request model

CMDB

33. What is a benefit of a health model?

It defines how events messages are processed and evaluated

It suggests actions to minimize negative impact of an event

It provides a list of prioritized monitoring objectives

It allows to monitor services from the user experience perspective

34. Which practice provides ‘service health criteria’ as an input to the ‘monitoring planning’ process?

Service design

Availability management

Capacity and performance management

Service catalogue management

35. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

Providing information about how services that utilize internal and externally provided components, enable value fill customers.

Defining monitoring and event thresholds for all services delivered by the service provider

Providing consultancy on how to design and develop new IT services

Providing application programme interface (APIs) that integrate with the service provider’s monitoring and event management systems

36. A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers.

Why will this NOT be sufficient 'monitoring and event management' capability?

Because the wrong stakeholders may have been consulted

Because most technology components include monitoring and event management capabilities by default

Because other components may be essential for the service to be available

Because it is important monitor development and teat environments

37. Which of the following is the BEST description for events?

Configuration item's change o! state that can be observed

Configuration item's change of state that has significance for the management of a service

Configuration item's change of state that might lead to financial losses

Configuration item's change of state regardless of its impact

38. What is a CORRECT statement about the handling of events?

A single set or control actions should be established for all event classes

A set of control actions should define immediate response to informational events

incidents should be registered in response to instructional events

Events require a response that la tailored to the event type

39. Which specific skill is required by a service desk manager when performance the activity ‘defining the objectives of monitoring?

Knowledge of the event logging procedures

Understanding service value for stakeholders

Expertise in monitoring tools

Expertise in automation

40. During self-assessment of the ‘monitoring and event management’ practice capability, what should be considered as evidence of the capability level3?

Integration of monitoring and event management into service value streams

Agreed processes, roles and responsibilities

Regularly conducted practice reviews

Regular reporting on the practice performance

Page 5 of 6

41. An organization is implement a new service configuration management system.

How will monitoring and event management practice benefit from it?

The system will support collaboration between teams

The system will support event correlation

The system will help to manage tasks

The system will support practice measurement and reporting

42. What can be used to help the service provider assess user experience of a user service?

An event correlation

A rule set

A health model

A monitoring action plan

43. A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to ‘tech’ the AI. However, some human input is required.

What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider’s members?

Impact of events on the system performance

Performance and capacity thresholds

Impact of events on the service and business context

Anomalies that arc not apparent to humans

44. Which capability criterion supports the practice success factor ‘ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

The responsibility for the approach to monitoring and event management is clearly defined

Events am usually detected immediately after they occur

The monitoring and event management approach Is regularly reviewed and continually improved

The Key users of the monitoring data and their requirements are identified

45. Why should an organization use workarounds?

To manage Backlog accumulated by choosing temporary solutions

To help identify problems that have been analysed but not resolved

To reduce or eliminate the impact of problems that cannot be resolved

To ensure that problems are investigated

46. Which is a practice success factor of the problem management practice?

Proactive problem identification

Reactive problem identification

Problem control

Optimizing problem resolution and mitigation

47. What should a service provider do when human resources to establish problem modes are not available?

Consider using a third-party consulting service to help develop problem models

Postphone problem management activities until the resources are available

Delegate creation or problem models to a problem coordinator

Create a single problem model to be used for managing all problems

48. 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?

By supporting the problem management metrics

By supporting, separation of problem and known errors

By supporting problem diagnosis with machine learning

By supporting automated periodic control of known errors

49. A service provider wants to separate records for problems under investigation and for known errors.

Which software tools will help to achieve this?

Monitoring and event management tools

Knowledge management loots

Service configuration management tools

Workflow management and collaboration tools

50. The manager responsible for monitoring and event management

1 and 2

2 and 3

3 and 4

1 and 4

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51. Which problem management process has inputs from external user and professional communicates?

Problem control

Error control

Proactive problem identification

Reactive problem identification

52. An organization is not currently doing problem management, and is trying to decide how to get started.

What should be the FIRST step for the organization to take?

Define detailed workflows and activities for the problem management

Define a scope for problem management that includes a wide range of product and services

Look at data on backlogs and links with incidents and changes

Identify some problems in critical services and try to resolve them

ITIL 4 Specialist Monitor Support Fulfil PeopleCert Certification Exam Dumps

ITIL 4 Specialist Monitor Support Fulfil PeopleCert Certification Exam Dumps

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