ITIL 4 SPECIALIST: MONITOR, SUPPORT, FULFIL EXAM LEARNING TOOL AIMS TO HELP YOU LEARN EASILY AND EFFECTIVELY - EXAMCOLLECTIONPASS

ITIL 4 Specialist: Monitor, Support, Fulfil Exam Learning Tool Aims to Help You Learn Easily and Effectively - ExamcollectionPass

ITIL 4 Specialist: Monitor, Support, Fulfil Exam Learning Tool Aims to Help You Learn Easily and Effectively - ExamcollectionPass

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q125-Q130):

NEW QUESTION # 125
Which capability level shows that the problem management practice is defined.
Achieve its purpose, and is integrated with other practices?

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

Answer: A

Explanation:
At capability level 3, a practice is defined, achieves its purpose, and is integrated with other practices. This level indicates that the practice is functioning consistently across the organization and that it has been formalized and integrated into the organization's processes.
Level 3 (Answer B - Correct): At this level, the problem management practice has been properly defined and integrated with other service management practices, such as incident management and change enablement. The organization has established workflows and procedures to ensure that problems are managed effectively.
Level 2 (Answer A - Incorrect): Level 2 reflects that the practice is in place but not fully defined or integrated with other practices.
Level 4 (Answer C - Incorrect): Level 4 indicates that the practice is quantitatively managed, with performance metrics and data used to drive continuous improvement.
Level 5 (Answer D - Incorrect): Level 5 reflects that the practice is optimized and fully integrated with other practices, with a strong focus on continual improvement.
ITIL 4 Reference:
Problem Management Practice Maturity: Capability levels help organizations assess the maturity of their practices, with level 3 representing a well-defined and integrated practice.


NEW QUESTION # 126
When is incident prioritization MOST relevant?

  • A. When it is impossible to assign resources to all tasks in the backlog
  • B. When there are sufficient resources to process every task within time constraints
  • C. When incident resolution is tasked to a single team
  • D. When there are no visualization tools available

Answer: A

Explanation:
Incident prioritization becomes particularly relevant when there are not enough resources to address all tasks in the backlog. In such situations, incidents with the highest priority-those that have the most significant impact and urgency-should be addressed first. This helps ensure that the most critical issues affecting service availability are resolved in a timely manner.


NEW QUESTION # 127
Which of the following is an input to the 'communicating to users' process?

  • A. Communication reports
  • B. Previous incident, problem and change records
  • C. Guidelines and procedures for triage
  • D. Technology opportunities

Answer: B

Explanation:
When communicating with users, it is important to use historical data such as previous incident, problem, and change records. This information helps provide context and ensures that communication is accurate and informed by past events. These records can guide responses to current incidents or service requests and help set expectations for resolution based on historical trends.
Previous Incident, Problem, and Change Records: These provide valuable information that can be used to communicate effectively with users about ongoing issues, expected resolution times, and any steps that have been taken to resolve similar issues in the past.
Option C ("Previous incident, problem, and change records") is the correct answer because these records serve as a key input for informed user communication.
Incorrect Options:
Option A: Triage guidelines are for internal processes, not directly related to user communication.
Option B: Communication reports reflect previous communication activities, not input to the communication process.
Option D: Technology opportunities are not relevant to incident communication.


NEW QUESTION # 128
What problem management process or activity is MOST LIKELY to have a dependency on third parties?

  • A. Reactive problem identification
  • B. Problem prioritization
  • C. Creation of problem models
  • D. Error control

Answer: D

Explanation:
Error control is most likely to have a dependency on third parties, especially when the errors are related to third-party software or services. This process involves managing known errors and may require input from vendors or suppliers to provide patches, updates, or other fixes. As a result, coordination with external partners is often essential in resolving such issues.


NEW QUESTION # 129
What is both a key input and a key output of the 'service request fulfilment control' process?

  • A. User satisfaction surveys
  • B. Service level agreements
  • C. Service request models
  • D. Fulfilment actions records and reports

Answer: C

Explanation:
Service request models serve as both a key input and a key output of the 'service request fulfillment control' process. Let's explore why:
Key Input:
Service request models define the standardized procedures and workflows for fulfilling various types of service requests. They act as a blueprint for the fulfillment process.
Key Output:
The 'service request fulfillment control' process might involve reviewing and updating existing service request models based on feedback, performance data, or changes in service offerings.
Let's analyze why other options are not the best fit:
A . Service level agreements (SLAs): SLAs define the agreed-upon service levels for fulfilling service requests, but they are not directly modified or created during the fulfillment control process itself.
B . User satisfaction surveys: These provide feedback on the fulfillment process but are not a direct input or output of the control process.
D . Fulfillment actions records and reports: These document the actions taken during fulfillment but are not the central focus of the control process.
In conclusion: Service request models are essential for guiding the fulfillment process and are also subject to review and improvement based on the outcomes of that process, making them both a key input and a key output of 'service request fulfillment control.'


NEW QUESTION # 130
......

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