ITIL-4-Specialist-Monitor-Support-Fulfil Exam Bootcamp & Valid ITIL-4-Specialist-Monitor-Support-Fulfil Exam Notes
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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:
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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q145-Q150):
NEW QUESTION # 145
An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?
Answer: B
Explanation:
The guiding principle "optimize and automate" in ITIL 4 emphasizes making the best use of resources by simplifying and standardizing processes and then automating where it adds value. When improving the service desk practice, the first step should be to review and standardize procedures. This ensures that all processes are well understood and consistent before they are automated. Tools should then be applied to further enhance efficiency, but only after processes are optimized.
NEW QUESTION # 146
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?
Answer: A
Explanation:
A service owner's knowledge of available tools and methods is particularly useful in the service request model improvement initiation process. ITIL 4 emphasizes the continuous improvement of practices, including service request management. The service owner plays a crucial role in identifying opportunities for improving the efficiency and effectiveness of service request models.
Service Request Model Improvement Initiation (Answer D - Correct): Knowledge of tools and methods enables the service owner to assess current service request models and identify areas for improvement. This knowledge helps in optimizing workflows, automating repetitive tasks, and ensuring the service request process is efficient and aligned with user needs.
Request Categorization (Answer A - Incorrect): Categorization involves assigning service requests to predefined categories based on their nature, but it doesn't necessarily require deep knowledge of tools and methods.
Ad Hoc Fulfillment Control (Answer B - Incorrect): While knowledge of tools may assist with ad hoc fulfillment, this activity is not directly related to service request model improvement.
Service Request Model Update Communication (Answer C - Incorrect): Communicating updates about service request models is important but does not rely heavily on a deep understanding of tools and methods for improving the model.
ITIL 4 Reference:
Service Request Management Practice: ITIL encourages continuous improvement in service request models, and having a good understanding of tools and methods helps initiate these improvements.
NEW QUESTION # 147
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?
Answer: B
Explanation:
In ITIL 4, incident management focuses on restoring normal service operations as quickly as possible to minimize the business impact. The key to simplifying incident management is starting with critical services, where the impact of downtime is most severe, and using a basic workflow that can be expanded later.
Start with the most critical services: This approach is in line with ITIL's "Focus on value" guiding principle, where critical services deliver the highest value to the business. Addressing incidents affecting these services ensures that the organization's most important functions remain operational. ITIL recommends prioritizing actions that have the highest value to the customer and stakeholders.
Implement a basic incident workflow: ITIL's "Keep it simple and practical" principle stresses the importance of avoiding unnecessary complexity in processes and practices. Implementing a basic workflow allows the organization to manage incidents effectively without overcomplicating the process. As the organization matures in its incident management practices, it can expand and refine the workflow to handle more complex incidents.
By starting with critical services and using a basic workflow, the organization avoids overcomplicating incident management while ensuring that its most important services are addressed promptly, reducing the risk of significant disruptions.
NEW QUESTION # 148
Which is a practice success factor of the problem management practice?
Answer: C
Explanation:
A key success factor for problem management is proactive problem identification, which focuses on finding potential problems before incidents occur. This approach helps reduce future incidents by addressing root causes early on. It aligns with ITIL's emphasis on continual improvement and proactive problem management.
Reactive problem identification happens after incidents occur, but proactive identification helps to prevent incidents before they happen.
Problem control and optimizing resolution are important steps but not as crucial as proactively identifying problems.
NEW QUESTION # 149
Which activity is NOT part of the service request review and optimization process?
Answer: A
Explanation:
The service request review and optimization process focuses on assessing, improving, and optimizing the workflows related to service requests. The key activities include analyzing metrics, identifying improvement opportunities, and communicating updates to stakeholders.
Reviewing metrics and registering improvements are standard steps in the optimization process to ensure service requests are handled efficiently.
Communicating updates to stakeholders is necessary to ensure alignment and smooth transition of optimized service request models.
Option D ("Enacting the procedures to fulfil the request") is not part of the optimization process. This refers to operational activities rather than reviewing or optimizing the process.
NEW QUESTION # 150
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