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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q73-Q78):

NEW QUESTION # 73
What is both a key input and a key output of the 'service request fulfilment control' process?

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

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 # 74
An organization is improving its service desk practice.
How should the organization use the guiding principle 'start where you are'?

A. Gradually Implement new service desk channels and loots
B. Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
C. Standardize operations and automate processes where possible
D. Establish a clear communication channel but use the procedures that are currently available.

Answer: D

Explanation:
The ITIL 4 guiding principle "Start Where You Are" emphasizes leveraging existing resources, processes, and capabilities before introducing new ones. When an organization is improving its Service Desk practice, it should assess what is already working and build upon those foundations rather than starting from scratch.
Establish a Clear Communication Channel but Use the Procedures that are Currently Available (Answer C - Correct): In line with the "Start Where You Are" principle, the organization should first assess and improve the current communication channels rather than immediately replacing them. By using the existing procedures that have proven effective, the organization can introduce improvements without disrupting ongoing operations. This gradual and practical approach ensures that any enhancements are made with a clear understanding of what is already in place.
Standardize Operations and Automate Processes (Answer A - Incorrect): While standardizing and automating are essential for operational efficiency, they should not be the first step. ITIL advises assessing current practices before automating, especially if there are already useful procedures in place.
Identify Metrics Demonstrating the Service Desk Role (Answer B - Incorrect): Identifying metrics is important for performance measurement but is not directly related to the "Start Where You Are" principle, which focuses more on leveraging existing resources and practices.
Gradually Implement New Service Desk Channels and Tools (Answer D - Incorrect): While gradual implementation of new tools aligns with the "Progress Iteratively with Feedback" principle, it is not directly related to the "Start Where You Are" principle, which emphasizes making the most of existing processes before introducing new ones.
ITIL 4 Reference:
Guiding Principle: Start Where You Are: Focuses on utilizing and improving existing processes before introducing new tools or channels.
Service Desk Practice: The service desk plays a crucial role in maintaining effective communication with users, and improvements should be based on the evaluation of current systems.

NEW QUESTION # 75
Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?

A. The monitoring data is available when needed and meets the user requirements
B. The responsibility for the approach to monitoring and event management is clearly defined
C. Detected events are interpreted and acted upon, where relevant
D. The quality of monitoring data is measured and reported

Answer: B

Explanation:
In ITIL 4, the practice success factor of "establishing and maintaining approaches/models" refers to defining the strategies and models for event detection and monitoring. Ensuring that the responsibility for the approach to monitoring and event management is clearly defined is critical for successful implementation.
Defined Responsibility: By clearly assigning responsibility for monitoring and event management, the organization ensures that the approaches and models for detecting events are well-established, maintained, and aligned with business needs.
Option B ("The responsibility for the approach to monitoring and event management is clearly defined") is the correct answer because it supports the success factor by ensuring accountability and clarity in establishing event detection models.
Incorrect Options:
Option A: While interpreting and acting on events is important, it comes after the approach has been established.
Option C: Measuring the quality of monitoring data is part of continual improvement, not the initial establishment of models.
Option D: Availability of data is crucial but pertains more to operational concerns than to the establishment of approaches.

NEW QUESTION # 76
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?

A. Start with the least critical services and implement a detailed incident workflow
B. Start with the least critical services and implement a basic incident workflow
C. SU11I with the most critical services and implement a detailed incident workflow
D. Start with the most critical services and Implement a basic incident workflow

Answer: D

Explanation:
In ITIL 4, incident management focuses on restoring normal service operations as quickly as possible to minimize the business impact. The key to simplifying incident management is starting with critical services, where the impact of downtime is most severe, and using a basic workflow that can be expanded later.
Start with the most critical services: This approach is in line with ITIL's "Focus on value" guiding principle, where critical services deliver the highest value to the business. Addressing incidents affecting these services ensures that the organization's most important functions remain operational. ITIL recommends prioritizing actions that have the highest value to the customer and stakeholders.
Implement a basic incident workflow: ITIL's "Keep it simple and practical" principle stresses the importance of avoiding unnecessary complexity in processes and practices. Implementing a basic workflow allows the organization to manage incidents effectively without overcomplicating the process. As the organization matures in its incident management practices, it can expand and refine the workflow to handle more complex incidents.
By starting with critical services and using a basic workflow, the organization avoids overcomplicating incident management while ensuring that its most important services are addressed promptly, reducing the risk of significant disruptions.

NEW QUESTION # 77
Which activity of the 'user query handling' process will result in the service desk agent resolving the query at first line?

A. Triage the user query and inmate the appropriate activities
B. Informal ion packaging
C. Acknowledge and record the user query
D. Validate the user query

Answer: A

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 # 78
......

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q73-Q78):

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