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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	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 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	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 5	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.

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

NEW QUESTION # 117
How is service configuration management system used for incident handling and resolution?

A. It helps to detect incidents
B. It supports Incident classification
C. It helps to manage modem records
D. It supports collection of user's feedback

Answer: B

Explanation:
The Service Configuration Management System (CMS), or Configuration Management Database (CMDB), is a critical tool in ITIL 4 that provides detailed information about the configuration items (CIs) in an organization and their relationships. In the context of Incident Management, this tool plays a crucial role in Incident Classification.
Supporting Incident Classification (Answer B - Correct): The CMS provides valuable information about the affected configuration items and their relationships with other services or components. This data is essential in classifying incidents, determining their impact, and assigning them to the appropriate support team. Accurate classification of incidents helps streamline the resolution process and ensures that the incident is handled by the right people from the start.
Detecting Incidents (Answer A - Incorrect): While the CMS contains valuable information about CIs, it is not typically used to detect incidents. Incident detection is usually handled by Monitoring and Event Management tools.
Managing Modern Records (Answer C - Incorrect): The CMS is not primarily used for managing records but for managing detailed data about the configuration items (CIs) and their interdependencies.
Supporting User Feedback Collection (Answer D - Incorrect): The CMS is not designed to collect user feedback. Feedback collection is more aligned with practices such as Service Desk or Service Level Management.
ITIL 4 Reference:
Service Configuration Management Practice: ITIL 4 emphasizes the use of CMS in providing accurate data on CIs to support the effective management of incidents, especially during classification.

NEW QUESTION # 118
Which of the following is NOT an area to consider for creating a common language in the multi-vendor environment?

A. Salary agreements
B. Rules for data exchange
C. Processes
D. Software tools

Answer: A

Explanation:
In a multi-vendor environment, establishing a common language is critical to ensuring that all parties understand expectations, processes, and data handling procedures. Salary agreements, however, are internal organizational matters that do not impact the ability of different vendors to collaborate or communicate effectively.
Common Language: The areas to focus on when creating a common language include processes, data exchange rules, and tools to ensure smooth operations and clear communication among all vendors involved.
Option A ("Salary agreements") is not relevant to creating a common language because it does not affect the coordination or communication between vendors.
Incorrect Options:
Option B: Rules for data exchange are critical to ensure proper communication and collaboration.
Option C: Software tools need to be compatible and understood by all parties.
Option D: Processes need to be standardized and agreed upon for effective collaboration.

NEW QUESTION # 119
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?

A. Using the 'to be' value stream map to plan improvements
B. Create a 'to be value stream map
C. Do the service value stream walk
D. Define the purpose of the value stream

Answer: B

Explanation:
In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams.
Acknowledging and recording the query is an important step but does not lead directly to resolution.
Information packaging typically refers to preparing information for the user, often following resolution.
Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.

NEW QUESTION # 120
How should an organization BEST assess how well problem management is contributing to the organization's success?

A. By engaging independent consultants to assess and report on the practice
B. By using the ITIL maturity model described in the practice guide
C. By documenting the organization's service value system
D. By measuring and reporting the key performance indicators defined in the practice guide

Answer: D

Explanation:
The most effective way to assess the contribution of problem management to an organization's success is to use the key performance indicators (KPIs) defined in the relevant practice guide (e.g., ITIL 4). These KPIs are designed to measure the effectiveness and efficiency of problem management processes and their impact on service quality and overall organizational goals.

NEW QUESTION # 121
Why should a service provider organization identify and understand problems and their impact on services?

A. Because problem resolution may require significant resources
B. To ensure that known errors are closed quickly
C. Because problems may cause incidents and affect service quality
D. To ensure problems are continually managed until resolved

Answer: C

Explanation:
The primary reason for identifying and understanding problems and their impact is to prevent or minimize the negative effects they can have on services. Problems, if left unaddressed, can lead to recurring incidents, disruptions, and a decline in overall service quality.

NEW QUESTION # 122
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