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

Topic	Details
Topic 1	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.
Topic 2	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 3	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 4	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 5	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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q45-Q50):

NEW QUESTION # 45
A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?

A. Affordable and flexible super-user role
B. Available and convenient self service
C. Work hours planning and reporting
D. Support of end to end value streams

Answer: D

Explanation:
To optimize the costs of the services delivered to customers, the most important capability of the workflow management tool in service request management is the support of end-to-end value streams. ITIL 4 focuses on understanding and optimizing the entire value stream rather than isolated tasks to ensure services are delivered efficiently and cost-effectively.
Support of End-to-End Value Streams (Answer D - Correct): By supporting end-to-end value streams, the workflow management tool can track and manage the entire process, from request submission to fulfillment. This capability is critical for analyzing the full cost of delivering a service, identifying bottlenecks, and optimizing the process. Understanding the full value stream allows the CIO to make informed decisions about how to reduce costs without sacrificing service quality.
Available and Convenient Self-Service (Answer A - Incorrect): While self-service can reduce operational costs by enabling users to fulfill some requests independently, it does not directly contribute to optimizing the cost of the entire service delivery process.
Affordable and Flexible Super-User Role (Answer B - Incorrect): Super-user roles can assist in managing service requests, but this feature is not directly related to the optimization of service delivery costs.
Work Hours Planning and Reporting (Answer C - Incorrect): While work hours planning and reporting help manage resource allocation, they are not the most critical element for understanding the overall cost of delivering services across the entire value stream.
ITIL 4 Reference:
Service Request Management Practice: Emphasizes the importance of managing and optimizing end-to-end value streams to ensure cost-effective service delivery.
Service Value Stream Mapping: ITIL focuses on identifying and optimizing the complete value stream to reduce costs and improve efficiency.

NEW QUESTION # 46
Which of the following is a practice success factor for the 'service desk' practice?

A. Including service desk communication in every value stream
B. Ensuring that multichannel communication is used and improved wherever possible
C. Overcoming the challenges associated with using web portals
D. Enabling the effective integration of user communications into value streams

Answer: B

Explanation:
The 'service desk' practice in ITIL 4 focuses on providing a single point of contact between the service provider and users. It is responsible for capturing demand for incident resolution and service requests, while also being responsible for general communication across the entire organization.
A . Including service desk communication in every value stream: While communication is a key component, service desk communication is not necessarily included in every value stream. The service desk is a component of user interaction, but the success factor here focuses more on how communication is handled rather than its integration in every part of the value chain.
B . Ensuring that multichannel communication is used and improved wherever possible (Correct Answer): One of the key success factors for a service desk is to ensure that communication happens across multiple channels such as phone, email, chat, or web portal. This makes the service desk more accessible and flexible in how it interacts with users, and ITIL 4 stresses the importance of continually improving communication channels to enhance service desk effectiveness.
C . Enabling the effective integration of user communications into value streams: This option suggests that the focus is on how communications fit into value streams, but in the context of the service desk, success factors revolve more around communication quality and accessibility rather than integration into the value streams.
D . Overcoming the challenges associated with using web portals: While overcoming challenges with portals is important, it is not a broad success factor for the entire practice of the service desk. It is more specific to one communication method.
Thus, the success factor that best aligns with the goals of the service desk practice in ITIL 4 is ensuring multichannel communication and its continual improvement.

NEW QUESTION # 47
When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

A. Available and convenient self-service
B. Support of end-to-end value streams
C. Work hours planning and reporting
D. Support of service request models

Answer: A

Explanation:
The issue described involves users being unable to effectively fulfill their portion of service requests, leading to delays and dissatisfaction. In this case, an available and convenient self-service portal is crucial. It allows users to easily complete their part of the request fulfillment process without needing assistance from the service provider. Self-service capabilities reduce delays and improve the user experience, ensuring that users can fulfill requests independently.
Self-Service Portals: These portals empower users by providing easy access to service request options and support for completing their portion of the request fulfillment.
Option D ("Available and convenient self-service") is the correct answer because a well-designed self-service portal can address the issue of users struggling with fulfilling their requests independently.
Incorrect Options:
Option A: Service request models define processes but do not directly address user participation.
Option B: End-to-end value streams are important but do not specifically address the user-facing issue of self-service.
Option C: Work hours planning relates to staff schedules, not to user satisfaction with self-service.

NEW QUESTION # 48
What is NOT a potential reason for registering an incident?

A. A specialist thinks that the service is not operating normally
B. Users perceiving the situation as abnormal
C. Service level agreement is breached
D. The customer is unhappy with the service level agreement

Answer: D

Explanation:
Being unhappy with the service level agreement (SLA) is not a valid reason for registering an incident. An incident is an unplanned interruption to a service or reduction in the quality of a service, whereas dissatisfaction with an SLA would be managed through other processes like service level management or complaints handling.
Users perceiving a situation as abnormal, a breach of SLA, and a specialist identifying a service issue are valid reasons for registering an incident.

NEW QUESTION # 49
How can partners and suppliers support the service desk practice?

A. By providing change enablement tools
B. By outsourcing the development of II services
C. By providing consultancy on how to customize the IT services
D. By providing trained resources to work in service desk teams

Answer: D

Explanation:
The service desk practice in ITIL 4 is the single point of contact between the service provider and the users, focusing on incident resolution and service request management. Partners and suppliers can support this practice by providing trained resources to work in service desk teams. This aligns with the "Partners and Suppliers" dimension of service management, which emphasizes that external organizations can supply expertise, resources, or technology that help the service provider meet its objectives.
ITIL encourages collaboration with external partners when the internal organization lacks the necessary resources or expertise. Providing trained resources enhances the service desk's ability to efficiently resolve incidents and handle requests, ensuring continuity and service quality.
Other options, such as providing change enablement tools or outsourcing IT services, do not directly support the service desk in its role of handling incidents and requests.

NEW QUESTION # 50
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FEATURES THAT MAKE TROYTECDUMPS'S PEOPLECERT ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL QUESTIONS TOP CHOICE FOR EXAM PREPARATION

Features that Make TroytecDumps's Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Questions Top Choice for Exam Preparation