EXAM QUESTIONS FOR THE PEOPLECERT ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL - IMPROVE YOUR CAREER PROSPECTS

Exam Questions for the Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil - Improve Your Career Prospects

Exam Questions for the Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil - Improve Your Career Prospects

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q73-Q78):

NEW QUESTION # 73
What is the MOST LIKELY reason to involve third parties in the service provider's problem management practice?

  • A. Service provider may have insufficient resources
  • B. Problems may cause incidents that have an Impact on third parties
  • C. Third parties am responsible for problem categorization and Impart analysis
  • D. Errors in third-party products may cause problems

Answer: D

Explanation:
Involving third parties in problem management is often necessary when errors in third-party products are the root cause of problems within the service provider's environment. These errors can lead to incidents or disruptions, making it essential to collaborate with external vendors or partners to resolve such issues.
Problems impacting third parties (Option A) or insufficient resources (Option D) might be considerations, but the direct impact of third-party products is the most likely reason.
Problem categorization and impact analysis (Option B) are typically internal activities.


NEW QUESTION # 74
What defines how event messages will be processed and evaluated?

  • A. A health model
  • B. A monitoring action plan
  • C. An event correlation
  • D. A rule set

Answer: D

Explanation:
In ITIL 4, event management involves detecting and responding to events generated by various systems and services. The rule set defines how event messages are processed and evaluated to determine the appropriate response. These rules guide the system in correlating events and taking action based on predefined criteria.
Rule Set: This is a set of predefined conditions that determine how events should be handled, ensuring that the correct actions are taken based on the type and severity of the event.
Option B ("A rule set") is the correct answer because it directly relates to defining how event messages will be processed and evaluated.
Incorrect Options:
Option A (Event correlation): Correlates related events but does not define how they are processed.
Option C (Health model): Provides insights into system health but does not define how events are processed.
Option D (Monitoring action plan): Guides monitoring but doesn't specifically define event processing rules.


NEW QUESTION # 75
An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

  • A. Review and standardize service desk procedures using tools where possible
  • B. Gradually implement new service desk channels and tools
  • C. Establish a clear and easy way to use communication channel for users
  • D. Use existing procedures until the resources are available to review them

Answer: A

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 # 76
Which of the following capability criteria supports the practice success factor of 'continually improving incident management'?

  • A. Information about detected incidents is traced and managed in an integrated information system
  • B. The effectiveness of incident resolution is regularly reviewed and continually improved
  • C. The competencies required to resolve incidents are identified and skilled human resources are available
  • D. The incident management approach is integrated with other standards and approaches adopted by the organization

Answer: B

Explanation:
To ensure that incident management practices are continually improving, it is essential that the effectiveness of incident resolution is regularly reviewed. This includes analyzing performance metrics, identifying areas for improvement, and implementing changes to enhance the process. Regular reviews help the organization stay responsive to emerging challenges and ensure that incident management practices remain aligned with organizational goals.


NEW QUESTION # 77
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'?

  • A. The responsibility for the approach to monitoring and event management is clearly defined
  • B. The monitoring data is available when needed and meets the user requirements
  • C. Detected events are interpreted and acted upon, where relevant
  • D. The quality of monitoring data is measured and reported

Answer: A

Explanation:
In ITIL 4, the practice success factor of "establishing and maintaining approaches/models" refers to defining the strategies and models for event detection and monitoring. Ensuring that the responsibility for the approach to monitoring and event management is clearly defined is critical for successful implementation.
Defined Responsibility: By clearly assigning responsibility for monitoring and event management, the organization ensures that the approaches and models for detecting events are well-established, maintained, and aligned with business needs.
Option B ("The responsibility for the approach to monitoring and event management is clearly defined") is the correct answer because it supports the success factor by ensuring accountability and clarity in establishing event detection models.
Incorrect Options:
Option A: While interpreting and acting on events is important, it comes after the approach has been established.
Option C: Measuring the quality of monitoring data is part of continual improvement, not the initial establishment of models.
Option D: Availability of data is crucial but pertains more to operational concerns than to the establishment of approaches.


NEW QUESTION # 78
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