Winter Special Sale Limited Time 60% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: 713PS592

ITIL-4-Specialist-Monitor-Support-Fulfil ITIL 4 Specialist: Monitor, Support, FulfilExam Questions and Answers

Questions 4

Which of the following is NOT a benefit of the 'incident management' practice?

Options:

A.

Fulfilment of the SLAs with service consumers

B.

Reduced knowledge capture and reuse

C.

Higher client and employee satisfaction

D.

Reduced losses caused by IT service unavailability

Buy Now
Questions 5

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?

Options:

A.

Ensure effective integration with service desk, change enablement, and problem management

B.

Assess business impact even if there are no directly affected users yet

C.

Use swarming to optimize resolution of unusual and major incidents

D.

Motivate team members to document and share their knowledge

Buy Now
Questions 6

A service provider supports an international customer organization with users in many countries. The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

Options:

A.

It should allow for a flexible and affordable super-user role

B.

It should offer a flexible measurement and reporting capability

C.

It should offer convenient self-help capabilities

D.

It should support creation and use of service request models

Buy Now
Questions 7

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?

Options:

A.

Because the wrong stakeholders may have been consulted

B.

Because most technology components include monitoring and eventmanagementcapabilities by default

C.

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

D.

Because it is important monitor development and teat environments

Buy Now
Questions 8

What process has activities that ensure that messages are directed to the correct audience?

Options:

A.

Service desk optimization

B.

User query handling

C.

Omnichannel communication

D.

Communicating to users

Buy Now
Questions 9

An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?

Options:

A.

Create a 'to be' value stream map

B.

Reflect on the value stream map

C.

Define the purpose of the value stream

D.

Do the service value stream walk

Buy Now
Questions 10

Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

Options:

A.

Detected events are interpreted and acted upon, where relevant

B.

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

C.

The quality of monitoring data is measured and reported

D.

The monitoring data is available when needed and meets the user requirements

Buy Now
Questions 11

Which of the following is NOT an area to consider for creating a common language in the multi-vendor environment?

Options:

A.

Salary agreements

B.

Rules for data exchange

C.

Software tools

D.

Processes

Buy Now
Questions 12

Why should a service provider organization identify and understand problems and their impact on services?

Options:

A.

Because problem resolution may require significant resources

B.

To ensure problems are continually managed until resolved

C.

Because problems may cause incidents and affect service quality

D.

To ensure that known errors are closed quickly

Buy Now
Questions 13

When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

Options:

A.

Social media

B.

Publishing tools

C.

Analysis and reporting tools

D.

Monitoring and event management tools

Buy Now
Questions 14

What practice enables the early detection of incidents?

Options:

A.

Monitoring and event management

B.

Problem management

C.

Service request management

D.

Knowledge management

Buy Now
Questions 15

What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?

Options:

A.

Policies and regulatory requirements

B.

User survey results

C.

IT asset information

D.

Service catalogue

Buy Now
Questions 16

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?

Options:

A.

Incident management should be involved in all value streams.

B.

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

C.

Incident management can be involved in other value streams

D.

Incident management should be included in the required fulfillment workflow

Buy Now
Questions 17

A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?

Options:

A.

Knowledge management tools

B.

Workflow management and collaboration tools

C.

Monitoring and event management tools

D.

Service configuration management tools

Buy Now
Questions 18

What is the CORRECT description of a known error?

Options:

A.

A solution that reduces or eliminates the impact of one or more incidents

B.

A problem that has been analysed but has not been resolved

C.

An error which may cause, or has already caused, one or more incidents

D.

A repeatable approach to the management of a particular type of problem

Buy Now
Questions 19

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

Options:

A.

Service request model initiation and control

B.

Request categorization

C.

Ad hoc fulfilment control

D.

Fulfil merit review

Buy Now
Questions 20

What is a benefit of a health model?

Options:

A.

It defines how events messages are processed and evaluated

B.

It suggests actions to minimize negative impact of an event

C.

It provides a list of prioritized monitoring objectives

D.

It allows to monitor services from the user experience perspective

Buy Now
Questions 21

Which is a practice success factorof the problem management practice?

Options:

A.

Proactive problem identification

B.

Reactive problem identification

C.

Problem control

D.

Optimizing problem resolution and mitigation

Buy Now
Questions 22

Which process has an output of 'stakeholder notifications'?

Options:

A.

Event handling

B.

Monitoring planning

C.

Monitoring and event management review

D.

Ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible

Buy Now
Questions 23

How can partners and suppliers support the monitoring and event management practice?

Options:

A.

By defining which exception events do not require action

B.

By providing clear documentation about the meaning of events generated by their products

C.

By initiating major event reviews after high-priority incidents

D.

By providing consultancy on how to customize the IT services

Buy Now
Questions 24

What characteristic of communication channels can be supported by pre-population of relevant user data?

Options:

A.

Usability

B.

Familiarity

C.

Availability

D.

Contextual intelligence

Buy Now
Questions 25

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

Options:

A.

Selecting the appropriate service request model

B.

Registering suggested Improvements to service request models

C.

Enacting the procedures to fulfill the request

D.

Deciding on whether to fulfil exceptions lo standard service requests

Buy Now
Questions 26

What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

Options:

A.

Problem workaround

B.

Incidents requiring a root cause analysis

C.

Associated configuration items

D.

Problem solution

Buy Now
Questions 27

Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?

Options:

A.

The monitoring data is available when needed and meets the user requirements

B.

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

C.

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

D.

Trends are analysed and used to predict the event occurrence

Buy Now
Questions 28

What is used to minimize the negative impact of an event?

Options:

A.

An event correlation

B.

A rule set

C.

A health model

D.

A monitoring action plan

Buy Now
Questions 29

In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?

Options:

A.

Incident classification

B.

Incident detection

C.

Incident registration

D.

Incident diagnosis

Buy Now
Questions 30

What is a part of the service desk manager role?

Options:

A.

Creating and maintaining a healthy work culture

B.

Providing software tools for service desk

C.

Acknowledging user queries

D.

Triaging user queries

Buy Now
Questions 31

What is a CORRECT statement about the handling of events?

Options:

A.

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

B.

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

C.

incidents should be registered in response to instructional events

D.

Events require a response that la tailored to the event type

Buy Now
Questions 32

A service provider wants to automatically create records and tasks if certain events happen. These can be incident records, maintenance tasks, change records, and others. Which automation system should the service provider use for this?

Options:

A.

Knowledge management system

B.

Workflow management system

C.

Monitoring system built into the monitored component

D.

Service configuration management system

Buy Now
Questions 33

What is NOT a potential reason for registering an incident?

Options:

A.

The customer is unhappy with the service level agreement

B.

Users perceiving the situation as abnormal

C.

Service level agreement is breached

D.

A specialist thinks that the service is not operating normally

Buy Now
Questions 34

Which of the following roles is typically the request initiator in the service request management practice?

Options:

A.

Any user or authorized user representative

B.

Product Owner

C.

Service owner

D.

Technical specialist

Buy Now
Questions 35

A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?

Options:

A.

Define a strategy for monitoring and event management

B.

Use machine learning to detect event patterns

C.

Use artificial intelligence to make sense of ambiguous events

D.

Ensure decentralized monitoring across the technical teams

Buy Now
Questions 36

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

Options:

A.

Service desk

B.

Specialized technician

C.

Problem manager

D.

Change manager

Buy Now
Questions 37

It is important for a service provider to understand user’s feelings, emotions, and needs. Which service capability supports this?

Options:

A.

Assurance

B.

Service empathy

C.

Omnichannel communication

D.

Moment of truth

Buy Now
Questions 38

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?

Options:

A.

Review me fulfilment procedures to remove the need for change implementation

B.

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

C.

Automate the fulfillment procedures

D.

Outsource the fulfilment procedures

Buy Now
Questions 39

Which of the following statements provides the BEST reason for applying a workaround?

Options:

A.

It is impossible to find a systemic solution for an incident

B.

The incident requires an immediate coordinated resolution

C.

The incident requires quick restoration of normal operation

D.

There are no automated resolution procedures available

Buy Now
Questions 40

How can partners and suppliers support the service desk practice?

Options:

A.

By mandating that all users utilize self-help portals

B.

By reducing the amount of automation used by the service desk

C.

By providing trained resources to work in service desk teams

D.

By reducing the need to customize the IT services

Buy Now
Questions 41

How does the service request management practice achieve its purpose of supporting the agreed quality of a service?

Options:

A.

By reducing the costs associated with request handling and fulfilment

B.

By setting realistic expectations relating to the fulfilment of requests

C.

By improving the reputation of the service providing organization

D.

By effectively handling user queries that initiate agreed service actions

Buy Now
Questions 42

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

Options:

A.

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

B.

Events am usually detected immediately after they occur

C.

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

D.

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

Buy Now
Questions 43

What challenge is associated with user-to-technology interactions?

Options:

A.

Unstructured information

B.

Limited applicability to complicated and complex situations

C.

Subjective attitudes and emotions

D.

Limited scalability

Buy Now
Questions 44

A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

Options:

A.

Participate in activities of other practices as required by the service value stream

B.

Reviewing and continually improving the service desk practice

C.

Cooperate with team members in the context of service value streams

D.

Ensuring a great user experience and high user satisfaction

Buy Now
Questions 45

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

Options:

A.

Customer

B.

User

C.

Sponsor

D.

Asset manager

Buy Now
Questions 46

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

Options:

A.

Service level agreements

B.

Service request catalogue

C.

Service request model

D.

CMDB

Buy Now
Questions 47

Which of the following describes technical debt?

Options:

A.

A collection of tasks related to previously used workarounds

B.

An incident with significant business impact

C.

A repeatable approach to the management of incidents

D.

A special method of investigating incidents

Buy Now
Questions 48

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?

Options:

A.

Impact of events on the system performance

B.

Performance and capacity thresholds

C.

Impact of events on theservice and business context

D.

Anomalies that arc not apparent to humans

Buy Now
Questions 49

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?

Options:

A.

Incident diagnosis

B.

Incident classification

C.

Incident resolution

D.

Incident detection

Buy Now
Exam Name: ITIL 4 Specialist: Monitor, Support, FulfilExam
Last Update: Feb 6, 2025
Questions: 166

PDF + Testing Engine

$66  $164.99

Testing Engine

$50  $124.99
buy now ITIL-4-Specialist-Monitor-Support-Fulfil testing engine

PDF (Q&A)

$42  $104.99
buy now ITIL-4-Specialist-Monitor-Support-Fulfil pdf