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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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.
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	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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q66-Q71):

NEW QUESTION # 66
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. Create a 'to be value stream map
B. Do the service value stream walk
C. Define the purpose of the value stream
D. Using the 'to be' value stream map to plan improvements

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 # 67
Which specific skill is required by a service desk manager when performance the activity 'defining the objectives of monitoring?

A. Expertise in monitoring tools
B. Understanding service value for stakeholders
C. Knowledge of the event logging procedures
D. Expertise in automation

Answer: B

Explanation:
When defining the objectives of monitoring, the service desk manager needs to have a strong understanding of the service value for stakeholders. This knowledge ensures that monitoring objectives align with the stakeholders' needs and the overall business value that the service delivers.
Knowledge of event logging procedures and expertise in monitoring tools or automation are technical skills but are secondary to understanding the broader value for stakeholders.

NEW QUESTION # 68
When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A. Social media
B. Analysis and reporting tools
C. Monitoring and event management tools
D. Publishing tools

Answer: C

NEW QUESTION # 69
Which activity is part of the 'service request review and optimization' process?

A. Selecting the appropriate service request model
B. Registering suggested Improvements to service request models
C. Enacting the procedures to fulfill the request
D. Deciding on whether to fulfil exceptions lo standard service requests

Answer: B

Explanation:
In the service request review and optimization process, one of the key activities is registering suggested improvements to the service request models. This ensures that the service request process evolves and improves over time based on user feedback and operational efficiency analysis.
Selecting the appropriate service request model happens during request categorization, not review and optimization.
Enacting procedures to fulfill the request is part of the execution phase, not the review process.
Deciding on exceptions is not a typical activity within the optimization process, which is more focused on enhancing and refining the standard models.

NEW QUESTION # 70
When a specialist performing proactive problem identification decides NOT to register a problem, they may also decide NOT to notify the initiator of the problem. What is the usual reason for this?

A. The information was pulled from an external source
B. The incidents caused by this problem have already been closed
C. The problem has not caused any incidents
D. The information was pushed from an internal source

Answer: C

Explanation:
When a problem has not caused any incidents, the specialist may decide not to register or notify the initiator. This approach is based on the proactive identification of potential issues that have yet to impact the service. Since the problem has not resulted in any service disruptions, it may be deprioritized or monitored without immediate escalation.

NEW QUESTION # 71
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