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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q115-Q120):

NEW QUESTION # 115
What practice enables the early detection of incidents?

A. Problem management
B. Service request management
C. Knowledge management
D. Monitoring and event management

Answer: D

NEW QUESTION # 116
An organization is implement a new service configuration management system.
How will monitoring and event management practice benefit from it?

A. The system will support collaboration between teams
B. The system will support practice measurement and reporting
C. The system will support event correlation
D. The system will help to manage tasks

Answer: C

Explanation:
In ITIL 4, a Service Configuration Management System (CMS) contains information about configuration items (CIs) and their relationships. This data is crucial for the Monitoring and Event Management practice, particularly for supporting event correlation, which involves linking events to the configuration items affected by those events.
Event Correlation (Answer B - Correct): The CMS provides detailed information about the relationships between different CIs, which can be used to correlate events. For example, if multiple components fail, the system can help identify how these failures are connected. This capability helps reduce noise from redundant alerts and enables faster identification of the root cause of incidents.
Collaboration Between Teams (Answer A - Incorrect): While a CMS can help with collaboration by providing shared access to information, this is not the primary benefit for the Monitoring and Event Management practice.
Task Management (Answer C - Incorrect): A CMS is primarily used to store information about configuration items, not to manage tasks. Task management would be handled by other tools like project management or IT service management platforms.
Practice Measurement and Reporting (Answer D - Incorrect): Although a CMS can contribute to reporting, this is not its primary role in supporting the Monitoring and Event Management practice.
ITIL 4 Reference:
Monitoring and Event Management Practice: Event correlation is a key capability for managing incidents and preventing outages, which is enhanced by the detailed data stored in a CMS.

NEW QUESTION # 117
Which of the following capability criteria supports the practice success factor of 'continually improving incident management'?

A. The effectiveness of incident resolution is regularly reviewed and continually improved
B. The competencies required to resolve incidents are identified and skilled human resources are available
C. The incident management approach is integrated with other standards and approaches adopted by the organization
D. Information about detected incidents is traced and managed in an integrated information system

Answer: A

Explanation:
To ensure that incident management practices are continually improving, it is essential that the effectiveness of incident resolution is regularly reviewed. This includes analyzing performance metrics, identifying areas for improvement, and implementing changes to enhance the process. Regular reviews help the organization stay responsive to emerging challenges and ensure that incident management practices remain aligned with organizational goals.

NEW QUESTION # 118
A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

A. Ensuring a great user experience and high user satisfaction
B. Reviewing and continually improving the service desk practice
C. Cooperate with team members in the context of service value streams
D. Participate in activities of other practices as required by the service value stream

Answer: B

Explanation:
As a service desk manager, the responsibilities shift from frontline service interaction (such as providing direct support and participating in the execution of tasks) to overseeing and improving the entire service desk operation. This includes strategic oversight, performance monitoring, and continual improvement of the practice.
Continual Improvement: A service desk manager is responsible for reviewing the performance of the service desk and working to continually improve it to better align with business needs and ensure efficient handling of incidents and requests.
Option B ("Reviewing and continually improving the service desk practice") directly reflects this higher-level responsibility of ensuring the practice is effective and evolving, which is a key duty for managers at this level.
Incorrect Options:
Option A: Participating in activities of other practices is more aligned with operational roles.
Option C: Cooperation within service value streams is also a tactical, frontline activity.
Option D: Ensuring user satisfaction is part of the role but not the primary responsibility of a manager.

NEW QUESTION # 119
How can partners and suppliers support the 'service desk' practice?

A. By outsourcing the development of IT services
B. By advising on how to build the team and implement an information system
C. By reducing the need to customize the IT services
D. By providing problem management tools

Answer: B

Explanation:
Partners and suppliers in ITIL 4 play a significant role in supporting service management practices, including the service desk. The key is understanding how they can complement and enhance service operations through their expertise and resources.
A . By reducing the need to customize the IT services: This option relates more to service design or service development. It doesn't specifically align with how partners and suppliers would support the operational and communication-focused aspects of the service desk.
B . By advising on how to build the team and implement an information system (Correct Answer): Partners and suppliers often provide expertise in areas such as team structuring, system implementation, and best practices. In the context of the service desk, external expertise can be invaluable in setting up effective service desk operations, selecting and implementing tools for managing communication, and ensuring smooth integration with other IT operations.
C . By providing problem management tools: While problem management tools are valuable, they are more directly aligned with the problem management practice rather than supporting the service desk. The service desk focuses on communication, incident capture, and request management.
D . By outsourcing the development of IT services: Outsourcing the development of IT services is more aligned with service delivery and design. While external service providers may offer support for technical services, this does not directly support the service desk's operational focus.
Therefore, B is the correct answer as it clearly reflects how partners and suppliers can support the service desk practice through advice on team building and systems implementation.

NEW QUESTION # 120
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