EXAM ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL SIMULATOR ONLINE, ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL TORRENT

Exam ITIL-4-Specialist-Monitor-Support-Fulfil Simulator Online, ITIL-4-Specialist-Monitor-Support-Fulfil Torrent

Exam ITIL-4-Specialist-Monitor-Support-Fulfil Simulator Online, ITIL-4-Specialist-Monitor-Support-Fulfil Torrent

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q13-Q18):

NEW QUESTION # 13
An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams.
What is the BEST approach to improving incident handling in this instance?

  • A. Group technical specialists by product or service
  • B. Ensure only internal teams take part in incident resolution
  • C. Design significant rewards for individual technical specialists
  • D. Ensure only external teams take part in incident resolution

Answer: A

Explanation:
In this scenario, incident resolution times are increasing, and incidents are being transferred between multiple teams, causing delays. The best approach is to group technical specialists by product or service, allowing for faster, more efficient resolution.
Group Technical Specialists by Product or Service (Answer B - Correct): Organizing teams by product or service ensures that specialists have deep knowledge of the system they are responsible for, which reduces the need to transfer incidents between teams. This setup aligns with modern development approaches like DevOps, where cross-functional teams are responsible for end-to-end service delivery and incident resolution.
Ensure Only Internal Teams Take Part (Answer A - Incorrect): Limiting incident resolution to internal teams may not be feasible, especially if services are provided in collaboration with external partners.
Ensure Only External Teams Take Part (Answer C - Incorrect): Relying solely on external teams may introduce delays and reduce the organization's control over the incident resolution process.
Design Significant Rewards for Individuals (Answer D - Incorrect): While recognizing individual efforts can be motivational, it does not address the structural problem of incident transfers and delays between teams.
ITIL 4 Reference:
Incident Management Practice: Grouping teams by product or service helps reduce transfer times and ensures faster, more focused incident resolution.


NEW QUESTION # 14
Which role or team usually perform the initial operational actions on service requests?

  • A. Specialized technician
  • B. Problem manager
  • C. Service desk
  • D. Change manager

Answer: C

Explanation:
In ITIL 4, the Service Desk is the first point of contact for users and typically performs the initial operational actions on service requests. The service desk is responsible for handling a variety of user requests, including incidents, service requests, and inquiries, and ensures that these are either fulfilled or routed to the appropriate team.
Service Desk (Answer A - Correct): The service desk handles initial interactions with users and is responsible for logging, categorizing, and taking the first actions on service requests. They may fulfill simple requests directly or escalate more complex requests to specialized teams.
Specialized Technician (Answer B - Incorrect): Specialized technicians are usually involved in the fulfillment of more complex requests, but the initial actions are handled by the service desk.
Problem Manager (Answer C - Incorrect): The problem manager is responsible for handling problems, not service requests, and is usually involved after incidents are escalated due to unresolved underlying issues.
Change Manager (Answer D - Incorrect): The change manager handles change requests but is not involved in the initial operational actions of service requests.
ITIL 4 Reference:
Service Desk Practice: The service desk is the primary role responsible for initial service request actions, ensuring that requests are appropriately logged and managed.


NEW QUESTION # 15
Which of the following describes the purpose of the service desk practice desk practice?

  • A. To ensure that the demand tor incident resolution and service requests is captured
  • B. To minimize the negative impact of incidents by restoring normal service operation as quickly possible
  • C. To systematically observe services and service components, and record and report selected changes of state
  • D. To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents

Answer: A

Explanation:
The primary purpose of the service desk practice, according to ITIL 4, is to capture demand for incident resolution and service requests. The service desk acts as the communication point for IT users, ensuring that their issues and requests are recorded and handled. This function is critical for maintaining service quality and efficiency, as it allows the organization to quickly respond to incidents and ensure user needs are met.
Option B descres the purpose of incident management, not the service desk.
Option C refers to problem management, which focuses on identifying and reducing potential causes of incidents.
Option D describes monitoring and event management, which involves systematically observing services and components.


NEW QUESTION # 16
Why is the monitoring provided by default for a configuration item not always right for a specific organization?

  • A. Because it does not ensure that value is being created for the organization
  • B. Because many components do not come with default monitoring capability
  • C. Because it does not assist operations staff in managing the object
  • D. Because it does not ensure that the component is operating optimally

Answer: A

Explanation:
Default monitoring settings provided for a configuration item may not align with an organization's specific needs or goals. Monitoring must be tailored to ensure it adds value to the organization by focusing on critical metrics that align with the organization's objectives. Default settings may not cover all essential aspects required to ensure the configuration item contributes to the desired business outcomes.


NEW QUESTION # 17
Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?

  • A. Time between incident detection and acceptance for diagnosis
  • B. Percentage of incidents resolved before being reported by users
  • C. Percentage of incidents detected via monitoring and event management
  • D. User satisfaction with incident handling and resolution

Answer: B

Explanation:
To determine the correct answer, we must first evaluate each of the metrics provided in the options against the ITIL 4 guidelines for Incident Management.
Time between incident detection and acceptance for diagnosis:
This metric is critical in measuring the efficiency of incident response processes, as it indicates how quickly an incident is identified and taken up for diagnosis. ITIL emphasizes that timely detection and diagnosis are vital to resolving incidents efficiently, making this a relevant key metric.
User satisfaction with incident handling and resolution:
ITIL 4 places strong emphasis on customer-centricity, including user satisfaction as a key measure of service success. Monitoring user satisfaction helps assess the effectiveness and user-friendliness of incident handling, which is essential for ensuring the quality of service. This is explicitly mentioned in ITIL practices for service management.
Percentage of incidents resolved before being reported by users (Correct Answer):
Although detecting incidents before users report them is important, it is not typically used as a direct measure of incident resolution effectiveness. Instead, this is more of a metric associated with Event Management and Monitoring, where systems automatically detect potential issues before they impact users. Thus, while it helps minimize disruption, it does not directly measure how well incidents are resolved after they are detected.
Percentage of incidents detected via monitoring and event management:
This metric is related to the ITIL practices of monitoring and event management, which are crucial for proactively identifying issues before they affect users. It is an important metric for improving incident detection and, subsequently, the speed of resolution.
In conclusion, the correct answer is C, as the percentage of incidents resolved before being reported by users is more relevant to event detection and monitoring processes rather than a direct indicator of the effectiveness of resolving incidents quickly and efficiently. The other options represent key metrics directly linked to the success factor of resolving incidents efficiently, as outlined in ITIL 4.


NEW QUESTION # 18
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