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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:

Topic	Details
Topic 1	Introduction to Monitor, Support, Fulfil: This section of the exam evaluates the capabilities of IT service management experts and explores the core concepts of Monitor, Support, and Fulfil value chain activities in the ITIL 4 framework.
Topic 2	Incident Management: This section of the exam gauges the proficiency of incident managers and support personnel, encompassing the entire lifecycle of incident management from initial detection to final resolution.
Topic 3	Service Request Management: This section of the exam appraises the abilities of IT fulfillment teams to focus on the streamlined processing of service requests. It explores creating and administering service request catalogs and tactics to enhance user satisfaction.
Topic 4	Monitor and Event Management: This section of the exam assesses the competencies of IT operations managers and service desk staff, focusing on the fundamentals and applications of IT service monitoring and event handling. It examines the implementation of robust monitoring systems.
Topic 5	Problem Management: This section of the exam evaluates the skills of IT service managers and analysts, addressing both anticipatory and responsive facets of problem management.

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q117-Q122):

NEW QUESTION # 117
Which of the following is NOT a benefit of the 'incident management' practice?

A. Fulfilment of the SLAs with service consumers
B. Reduced losses caused by IT service unavailability
C. Reduced knowledge capture and reuse
D. Higher client and employee satisfaction

Answer: C

Explanation:
The Incident Management practice in ITIL 4 provides several benefits, including the fulfillment of SLAs, improving client and employee satisfaction, and reducing losses caused by service unavailability. However, reduced knowledge capture and reuse is not a benefit; in fact, knowledge capture and reuse are key goals of incident management to ensure that lessons learned from incidents are applied to prevent future issues. Proper documentation and sharing of knowledge ensure continuous improvement and efficiency in resolving incidents.

NEW QUESTION # 118
The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?

A. Level 4
B. Level 5
C. Level 2
D. Level 3

Answer: A

Explanation:
At capability level 4, the use of an integrated information system is critical for ensuring that service request management is optimized and continually improving. At this level, organizations focus on enhancing their processes by integrating systems that streamline service request management, providing seamless tracking, fulfillment, and automation across the service lifecycle.
Integrated Information System: This ensures that all data related to service requests is centralized and easily accessible, enabling efficient management and continuous improvement of the service request process.
Option C ("Level 4") is the correct answer because it represents a level where integrated systems support the optimization and continual improvement of the practice.
Incorrect Options:
Option A (Level 2): This level focuses on basic organization and does not require integrated systems.
Option B (Level 3): This level involves more structured processes but still lacks the advanced integration seen at Level 4.
Option D (Level 5): This is not a standard ITIL level for service request management capabilities.

NEW QUESTION # 119
Which activity is NOT part of the service request review and optimization process?

A. Enacting the procedures to fulfil the request
B. Reviewing metrics related to service requests
C. Communicating the updated service request models to stakeholders
D. Registering suggested improvements to service request models

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 # 120
What is NOT a main characteristic of a service request?

A. A service request is acted on by the service provider
B. A service request leads to a normal change
C. A service request leads to an agreed service outcome
D. A service request is initiated by a user or user representative

Answer: B

Explanation:
A service request in ITIL 4 refers to a user-initiated request for information, advice, or a standard service action. It does not usually involve the complex activities associated with normal changes, which are part of the change enablement process.
Main Characteristics of a Service Request:
A service request is initiated by a user or user representative.
It leads to an agreed service outcome.
It is acted upon by the service provider.
Option A ("A service request leads to a normal change") is incorrect because normal changes involve more formal procedures, risk assessments, and approvals, and they are part of change enablement, not service request management.
Correct Characteristics:
Option B: Service requests are intended to achieve agreed service outcomes.
Option C: Service requests are user-initiated.
Option D: Service providers are responsible for fulfilling service requests.

NEW QUESTION # 121
What is considered an incident?

A. End-users having to use self-help tools
B. Planned interruption to a service
C. Reduction in the quality of a service
D. Inability to assign resources to all tasks in the backlog

Answer: C

Explanation:
An incident in ITIL 4 is defined as an unplanned interruption to a service or a reduction in the quality of a service. Incidents impact the normal functioning of a service, and the goal of Incident Management is to restore normal service operation as quickly as possible.
Reduction in the Quality of Service (Answer B - Correct): Any reduction in service quality, such as slow performance or degraded functionality, is considered an incident. This aligns with the ITIL definition of an incident as an event that impacts service delivery.
Inability to Assign Resources to All Tasks in the Backlog (Answer A - Incorrect): This describes a resource management issue, not an incident, as it does not directly relate to a service interruption or quality degradation.
Planned Interruption (Answer C - Incorrect): Planned interruptions, such as maintenance, are not considered incidents. Incidents are unplanned disruptions or degradations.
End-Users Using Self-Help Tools (Answer D - Incorrect): Self-help tools are part of normal service operation and do not constitute an incident. An incident occurs when there is an unplanned disruption or degradation in service.
ITIL 4 Reference:
Incident Management Practice: Incidents are unplanned interruptions or reductions in service quality that require prompt attention to restore normal service.

NEW QUESTION # 122
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VALID PEOPLECERT ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL TEST REGISTRATION | 100% ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL EXAM COVERAGE

Valid Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Test Registration | 100% ITIL-4-Specialist-Monitor-Support-Fulfil Exam Coverage