2025 ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL PREPARATION STORE | HIGH HIT-RATE ITIL 4 SPECIALIST: MONITOR, SUPPORT, FULFIL EXAM 100% FREE RELIABLE TEST REVIEW

2025 ITIL-4-Specialist-Monitor-Support-Fulfil Preparation Store | High Hit-Rate ITIL 4 Specialist: Monitor, Support, Fulfil Exam 100% Free Reliable Test Review

2025 ITIL-4-Specialist-Monitor-Support-Fulfil Preparation Store | High Hit-Rate ITIL 4 Specialist: Monitor, Support, Fulfil Exam 100% Free Reliable Test Review

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

TopicDetails
Topic 1
  • 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 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
  • 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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q155-Q160):

NEW QUESTION # 155
What is a part of the service desk manager role?

  • A. Creating and maintaining a healthy work culture
  • B. Acknowledging user queries
  • C. Triaging user queries
  • D. Providing software tools for service desk

Answer: A

Explanation:
The role of a service desk manager goes beyond operational tasks and includes ensuring that the team works in a positive and productive environment. Maintaining a healthy work culture is essential for motivating staff, reducing burnout, and improving overall service desk performance. This aligns with ITIL's focus on managing people, roles, and responsibilities to deliver quality service.


NEW QUESTION # 156
A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays.
What is the BEST way to improve this situation?

  • A. Outsource the fulfilment procedures
  • B. Review the service value stream to ensure effective integration of all Involved
  • C. Automate the fulfillment procedures
  • D. Review me fulfilment procedures to remove the need for change implementation

Answer: B

Explanation:
In this scenario, service requests that require the implementation of a change are often delayed, leading to negative feedback. The best way to address this issue is to review the service value stream to ensure effective integration of all teams involved.
Review the Service Value Stream (Answer B - Correct): The service value stream represents all the activities required to fulfill a service request, from initiation to completion. By reviewing and optimizing the service value stream, the service provider can identify where delays occur and improve integration between the teams responsible for service request fulfillment and change implementation. This holistic approach ensures that each step in the process is aligned, reducing delays and improving overall efficiency.
Remove the Need for Change Implementation (Answer A - Incorrect): While simplifying procedures is helpful, removing the need for change implementation entirely may not be feasible, especially if the changes are necessary for fulfilling the service request.
Automate the Fulfillment Procedures (Answer C - Incorrect): Automation can help improve efficiency, but it won't resolve the issue if the root cause of delays is poor integration between teams.
Outsource the Fulfillment Procedures (Answer D - Incorrect): Outsourcing may provide some benefits, but it does not address the underlying issue of delays in the service value stream and the integration of change management processes.
ITIL 4 Reference:
Service Value Chain: ITIL emphasizes the importance of reviewing and improving the end-to-end service value stream to ensure that all steps in service request fulfillment are aligned and integrated effectively.
Change Enablement Practice: Delays often occur when changes are not properly integrated into the service request process, highlighting the need to review the value stream.


NEW QUESTION # 157
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. Reviewing and continually improving the service desk practice
  • B. Cooperate with team members in the context of service value streams
  • C. Ensuring a great user experience and high user satisfaction
  • D. Participate in activities of other practices as required by the service value stream

Answer: A

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 # 158
Why should an organization use workarounds?

  • A. To help identify problems that have been analysed but not resolved
  • B. To manage Backlog accumulated by choosing temporary solutions
  • C. To ensure that problems are investigated
  • D. To reduce or eliminate the impact of problems that cannot be resolved

Answer: D

Explanation:
In ITIL 4, workarounds are temporary solutions used to minimize or eliminate the impact of problems that cannot be immediately resolved. The purpose of a workaround is to reduce disruption while the underlying problem remains unresolved. Workarounds can be applied when resolving the problem would take too long or is not feasible at the moment.
Option A refers to managing backlogs, which is not the purpose of a workaround.
Option B is a partial truth about problems, but the focus of workarounds is on minimizing impact.
Option D is about problem investigation, not specifically related to workarounds.


NEW QUESTION # 159
What defines how event messages will be processed and evaluated?

  • A. A health model
  • B. A monitoring action plan
  • C. An event correlation
  • D. A rule set

Answer: D

Explanation:
In ITIL 4, event management involves detecting and responding to events generated by various systems and services. The rule set defines how event messages are processed and evaluated to determine the appropriate response. These rules guide the system in correlating events and taking action based on predefined criteria.
Rule Set: This is a set of predefined conditions that determine how events should be handled, ensuring that the correct actions are taken based on the type and severity of the event.
Option B ("A rule set") is the correct answer because it directly relates to defining how event messages will be processed and evaluated.
Incorrect Options:
Option A (Event correlation): Correlates related events but does not define how they are processed.
Option C (Health model): Provides insights into system health but does not define how events are processed.
Option D (Monitoring action plan): Guides monitoring but doesn't specifically define event processing rules.


NEW QUESTION # 160
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