Latest ITIL 4 Specialist Monitor Support Fulfil Dumps (V8.02) -Help You Prepare for the ITIL 4 Specialist: Monitor, Support, Fulfil Exam Well

1. Which types of incidents do NOT usually require on individual review upon resolution?

2. What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?

3. The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream.

Which of the following statement is CORRECT?

4. An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals.

Which of the following statements a CORRECT?

5. How is service configuration management system used for incident handling and resolution?

6. Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

7. 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?

8. Which incident management capability criteria must be fulfilled to achieve capability level 5?

9. It is important for a service provider to understand user’s feelings, emotions, and needs.

Which service capability supports this?

10. Which is a practice success factor for the service desk practice?

11. How can partners and suppliers support the service desk practice?

12. Which of the following describes the purpose of the service desk practice desk practice?

13. Which of the following automation tolls will help to integrate service desk with other practice in the service provider’s value streams?

14. An organization is designing a value stream for restoring service to users.

At which step in value stream mapping should the user touchpoints be identified?

15. Which of the following is an input to the ‘user query handling’ process?

16. An organization is designing a value stream for communicating planned outages to users.

Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

17. An organization is improving its service desk practice.

How should the organization use the guiding principle 'start where you are'?

18. What is part of the service desk agent role?

19. Which activity of the ‘user query handling’ process will result in the service desk agent resolving the query at first line?

20. Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

21. Which consumer role is the primary focus of the service request management practice?

22. 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?

23. A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays.

What is the BEST way to improve this situation?

24. What is a key input to the service request fulfillment control process?

25. The appropriate service request model is chosen as pad or which activity of the ‘service request fulfillment control process?

26. Which activity of the ‘service desk optimization’ process ensures that change request are raised where necessary?

27. If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

28. Which of the following BEST describes a service request?

29. Which activity is part of the ‘service request review and optimization’ process?

30. 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?

31. Which role or team usually perform the initial operational actions on service requests?

32. Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

33. What is a benefit of a health model?

34. Which practice provides ‘service health criteria’ as an input to the ‘monitoring planning’ process?

35. Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

36. A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers.

Why will this NOT be sufficient 'monitoring and event management' capability?

37. Which of the following is the BEST description for events?

38. What is a CORRECT statement about the handling of events?

39. Which specific skill is required by a service desk manager when performance the activity ‘defining the objectives of monitoring?

40. During self-assessment of the ‘monitoring and event management’ practice capability, what should be considered as evidence of the capability level3?

41. An organization is implement a new service configuration management system.

How will monitoring and event management practice benefit from it?

42. What can be used to help the service provider assess user experience of a user service?

43. A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to ‘tech’ the AI. However, some human input is required.

What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider’s members?

44. Which capability criterion supports the practice success factor ‘ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

45. Why should an organization use workarounds?

46. Which is a practice success factor of the problem management practice?

47. What should a service provider do when human resources to establish problem modes are not available?

48. A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.

How should automation of problem management support the team in this situation?

49. A service provider wants to separate records for problems under investigation and for known errors.

Which software tools will help to achieve this?

50. The manager responsible for monitoring and event management

51. Which problem management process has inputs from external user and professional communicates?

52. An organization is not currently doing problem management, and is trying to decide how to get started.

What should be the FIRST step for the organization to take?

53. Which capability level shows that the problem management practice is defined.

Achieve its purpose, and is integrated with other practices?

54. A service provider has different product focused teams, plus a small problem management team.

What activity is MOST LIKELY to be a responsibility of the problem management team?

55. What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?

56. Affected services

57. In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?

58. Which of the following statements provides the BEST reason for applying a workaround?

59. An organization is implementing a new service configuration management system.

How will incident management practice benefit from it?

60. What is considered an incident?