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Valid ITIL-4-Specialist-Monitor-Support-Fulfil Test Materials & ITIL-4-Specialist-Monitor-Support-Fulfil Free Download

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q26-Q31):

NEW QUESTION # 26
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 practice measurement and reporting
B. The system will support collaboration between teams
C. The system will help to manage tasks
D. The system will support event correlation

Answer: D

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 # 27
Which of the following is the BEST description for events?

A. Configuration item's change of state regardless of its impact
B. Configuration item's change of state that might lead to financial losses
C. Configuration item's change o! state that can be observed
D. Configuration item's change of state that has significance for the management of a service

Answer: D

Explanation:
In ITIL 4, events are defined as any detectable or discernible occurrences that have significance for the management of IT services. Not all changes in state are events, only those that matter for managing services, such as a performance threshold being reached or a server going offline.
Change of State with Significance for Service Management (Answer B - Correct): ITIL defines an event as a change of state in a configuration item (CI) that is significant for managing a service. These changes might indicate normal operation, warnings, or exceptions, and the service provider must monitor and manage them appropriately. Events allow the organization to track service performance and detect issues before they impact the service.
Change of State (Answer A - Incorrect): While this is part of the definition of an event, it lacks the critical component of significance for service management. Not every state change is an event that requires attention.
Change Leading to Financial Loss (Answer C - Incorrect): Although some events could lead to financial loss, this is a subset of events rather than a comprehensive definition.
Change Regardless of Impact (Answer D - Incorrect): Only state changes that have significance for the service need to be managed as events. This answer does not consider the importance of the event for service management.
ITIL 4 Reference:
Monitoring and Event Management Practice: Events are changes in the state of a configuration item that are significant for managing IT services, and they can be classified as informational, warnings, or exceptions.

NEW QUESTION # 28
An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?

A. Level 4
B. Level 2
C. Level 3
D. Level 1

Answer: C

Explanation:
Capability levels in ITIL describe how well a practice is structured and integrated within an organization. For the service desk practice, the capabilities range from ad-hoc (Level 1) to highly optimized and continually improving (Level 4).
Level 1 (Initial): The practice is informal, unstructured, and inconsistent.
Level 2 (Basic): The practice starts to systematically achieve its purpose but may lack refinement.
Level 3 (Defined and Organized): The practice is well-defined, with clear roles and responsibilities. There is effective collaboration with other teams, and the practice operates in a coordinated and organized manner, which aligns with the description provided in the question.
Level 4 (Optimized and Continually Improving): The practice not only achieves its purpose but is continually optimized.
Since the question mentions a "dedicated team of skilled agents" that "effectively interacts with other teams and practices," this suggests a well-defined and organized level, which corresponds to Level 3 (Defined and Organized).

NEW QUESTION # 29
An organization is not currently doing problem management, and is trying to decide how to get started.
What should be the FIRST step for the organization to take?

A. Look at data on backlogs and links with incidents and changes
B. Define a scope for problem management that includes a wide range of product and services
C. Identify some problems in critical services and try to resolve them
D. Define detailed workflows and activities for the problem management

Answer: C

Explanation:
When an organization is just starting with Problem Management, the best first step is to focus on identifying and resolving problems in critical services. ITIL 4 emphasizes a practical, iterative approach to adopting new practices.
Identify Problems in Critical Services (Answer D - Correct): Starting with critical services helps the organization focus on the most impactful areas and gain experience with problem management. This approach aligns with ITIL's principle of starting where you are by addressing existing issues and building the practice incrementally.
Define Detailed Workflows (Answer A - Incorrect): Defining detailed workflows can come later once the organization has gained some experience in problem management. Initially, it's more important to focus on addressing key problems.
Define a Broad Scope (Answer B - Incorrect): Starting with a wide scope might overwhelm the organization. Focusing on critical services is a more practical approach when beginning problem management.
Look at Backlogs and Links (Answer C - Incorrect): While analyzing backlogs and links to incidents and changes is important, it's not the best first step when starting problem management from scratch.
ITIL 4 Reference:
Problem Management Practice: ITIL encourages organizations to start small and address the most critical problems first, gradually building the practice.

NEW QUESTION # 30
Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

A. Level 1
B. Level 4
C. Level 3
D. Level 2

Answer: A

Explanation:
At Capability Level 1, a practice is considered to achieve its purpose through a basic set of activities. For the service desk, this means it meets its essential goal of managing service requests and incidents but may not yet include more advanced or optimized processes.

NEW QUESTION # 31
......

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