[Full-Version] 2025 Updated Peoplecert Study Guide ITIL-4-Specialist-Monitor-Support-Fulfil Dumps Questions [Q85-Q108]

March 22, 2025 latestexam 0 Comments

Rate this post

[Full-Version] 2025 Updated Peoplecert Study Guide ITIL-4-Specialist-Monitor-Support-Fulfil Dumps Questions

Newest ITIL-4-Specialist-Monitor-Support-Fulfil Exam Dumps Achieve Success in Actual ITIL-4-Specialist-Monitor-Support-Fulfil Exam

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

Topic	Details
Topic 1	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 2	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 3	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 4	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 5	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.

NO.85 Which of the following is an input to the ‘user query handling’ process?

Improvement initiatives

Categorized user queries

Recorded and categorized user queries

Guidelines and procedures for triage

In the ‘user query handling’ process, the input that initiates the process is recorded and categorized user queries. Once queries from users are logged and properly categorized, they can be processed according to the guidelines and procedures in place.
Categorized user queries are an essential input because they allow the system to triage and direct them to the appropriate resources or resolutions.
Improvement initiatives and guidelines for triage are not direct inputs but rather supportive components or outputs used for process enhancement and decision-making during query handling.

NO.86 Which of the following is a practice success factor for the ‘service desk’ practice?

Including service desk communication in every value stream

Ensuring that multichannel communication is used and improved wherever possible

Enabling the effective integration of user communications into value streams

Overcoming the challenges associated with using web portals

The ‘service desk’ practice in ITIL 4 focuses on providing a single point of contact between the service provider and users. It is responsible for capturing demand for incident resolution and service requests, while also being responsible for general communication across the entire organization.
A . Including service desk communication in every value stream: While communication is a key component, service desk communication is not necessarily included in every value stream. The service desk is a component of user interaction, but the success factor here focuses more on how communication is handled rather than its integration in every part of the value chain.
B . Ensuring that multichannel communication is used and improved wherever possible (Correct Answer): One of the key success factors for a service desk is to ensure that communication happens across multiple channels such as phone, email, chat, or web portal. This makes the service desk more accessible and flexible in how it interacts with users, and ITIL 4 stresses the importance of continually improving communication channels to enhance service desk effectiveness.
C . Enabling the effective integration of user communications into value streams: This option suggests that the focus is on how communications fit into value streams, but in the context of the service desk, success factors revolve more around communication quality and accessibility rather than integration into the value streams.
D . Overcoming the challenges associated with using web portals: While overcoming challenges with portals is important, it is not a broad success factor for the entire practice of the service desk. It is more specific to one communication method.
Thus, the success factor that best aligns with the goals of the service desk practice in ITIL 4 is ensuring multichannel communication and its continual improvement.

NO.87 What is part of the service desk agent role?

Planning the capacity and performance of the service desk team

Ensuring the workload balance between the service desk activities and involvement in other practices

Triaging user queries end taking appropriate action

Creating and maintaining a healthy work culture

The role of a Service Desk Agent in ITIL 4 focuses on being the first point of contact for users. One of the primary responsibilities of a service desk agent is to triage user queries, meaning they assess and prioritize the issues reported by users and take appropriate action to resolve them or escalate them as needed.
Triaging User Queries and Taking Appropriate Action (Answer C – Correct): This is a core responsibility of service desk agents. They are responsible for assessing the nature of incidents or requests, categorizing them, and ensuring they are either resolved or escalated to the appropriate teams. This role is crucial in ensuring timely and efficient service delivery.
Planning Capacity and Performance (Answer A – Incorrect): Planning the capacity and performance of the service desk is typically the responsibility of service desk management or leadership, not individual agents.
Ensuring Workload Balance Between Service Desk and Other Practices (Answer B – Incorrect): This is also a managerial task focused on resource management, not a specific responsibility of service desk agents.
Creating and Maintaining a Healthy Work Culture (Answer D – Incorrect): While contributing to a healthy work culture is important, this is a broader organizational goal, not a specific task assigned to service desk agents.
ITIL 4 Reference:
Service Desk Practice: The main responsibilities of service desk agents include triaging incidents, managing queries, and ensuring that issues are addressed or escalated as appropriate to maintain service levels.

NO.88 A service provider supports an international customer organization with users in many countries. The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?

It should allow for a flexible and affordable super-user role

It should offer a flexible measurement and reporting capability

It should offer convenient self-help capabilities

It should support creation and use of service request models

To ensure high and consistent quality of request fulfillment across different locations, the service provider should focus on standardization. Service request models help in defining standard procedures for fulfilling requests, ensuring consistency in how requests are handled, regardless of the user’s location.
Service Request Models: These models standardize the fulfillment process for common requests, ensuring that the same steps are followed in every case, which promotes consistency and quality across all locations.
Option D (“It should support creation and use of service request models”) is the best answer, as it directly contributes to maintaining a high and consistent quality of service by using standardized workflows for request fulfillment.
Incorrect Options:
Option A: The role of super-users may help in certain scenarios but doesn’t directly ensure consistency of request fulfillment.
Option B: While measurement and reporting are important, they do not directly ensure the quality of request fulfillment.
Option C: Self-help capabilities can improve user experience but are not the key to ensuring consistency across multiple locations.

NO.89 Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?

Providing information about how services that utilize internal and externally provided components, enable value fill customers.

Defining monitoring and event thresholds for all services delivered by the service provider

Providing consultancy on how to design and develop new IT services

Providing application programme interface (APIs) that integrate with the service provider’s monitoring and event management systems

Partners and suppliers often provide APIs to integrate external components with the service provider’s monitoring and event management systems. This is critical for ensuring that services with both internal and external dependencies can be monitored cohesively, ensuring a seamless operation.
Defining thresholds and providing service information (Options A and B) are more internal activities managed by the service provider.
Providing consultancy on service design is unrelated to monitoring and event management.

NO.90 Why is the monitoring provided by default for a configuration item not always right for a specific organization?

Because it does not ensure that the component is operating optimally

Because it does not assist operations staff in managing the object

Because it does not ensure that value is being created for the organization

Because many components do not come with default monitoring capability

Default monitoring settings provided for a configuration item may not align with an organization’s specific needs or goals. Monitoring must be tailored to ensure it adds value to the organization by focusing on critical metrics that align with the organization’s objectives. Default settings may not cover all essential aspects required to ensure the configuration item contributes to the desired business outcomes.

NO.91 Which of the following is NOT a benefit of the ‘incident management’ practice?

Fulfilment of the SLAs with service consumers

Reduced knowledge capture and reuse

Higher client and employee satisfaction

Reduced losses caused by IT service unavailability

The Incident Management practice in ITIL 4 provides several benefits, including the fulfillment of SLAs, improving client and employee satisfaction, and reducing losses caused by service unavailability. However, reduced knowledge capture and reuse is not a benefit; in fact, knowledge capture and reuse are key goals of incident management to ensure that lessons learned from incidents are applied to prevent future issues. Proper documentation and sharing of knowledge ensure continuous improvement and efficiency in resolving incidents.

NO.92 A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How can automation of problem management support the team in this situation?

By supporting automated correlation of incidents

By supporting the problem management metrics

By supporting problem diagnosis with machine learning

By supporting integration with change records

In ITIL 4, automation plays a key role in supporting Problem Management, particularly in situations involving unresolved known errors. Automated tools can assist in correlating incidents that share the same root cause, helping to identify patterns and recurring issues. This is particularly useful when a team needs to monitor known errors and regularly review them to ensure the validity of impact assessments and workarounds.
The automated correlation of incidents can quickly link multiple incidents to the same known error, reducing manual intervention and speeding up the resolution process. This ensures the team can effectively prevent future incidents and keep the workarounds valid by detecting early signs of potential problems.

NO.93 Which is an input to the ‘event handling’ process?

Service health criteria

Service catalogue

Monitoring plan

Service performance thresholds

The event handling process is triggered by events that indicate deviations from normal performance. Service performance thresholds are predefined levels of acceptable performance, and they act as inputs to the event handling process, helping to determine whether an event should trigger an alert or require further action.
Service Performance Thresholds: These thresholds define the boundaries of acceptable performance. When exceeded, they trigger events that are handled by the event management process.
Option D (“Service performance thresholds”) is the correct answer because these thresholds are key inputs that trigger events when breached.
Incorrect Options:
Option A (Service health criteria): This focuses on broader health monitoring but isn’t directly linked to event triggers.
Option B (Service catalogue): This outlines available services but doesn’t trigger events.
Option C (Monitoring plan): This guides monitoring activities but isn’t an input to event handling itself.

NO.94 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?

Using the ‘to be’ value stream map to plan improvements

Define the purpose of the value stream

Create a ‘to be value stream map

Do the service value stream walk

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.

NO.95 A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

Identifying and logging problems

Investigating problems

Coordinating problem solving teams

Reviewing known errors

In organizations where multiple product-focused teams exist alongside a small problem management team, the problem management team’s primary role is often to coordinate problem-solving activities across these teams. This ensures that the right people are involved in the investigation and resolution of problems, facilitating collaboration and driving solutions.
Identifying and logging problems (Option A) is typically performed by product-focused teams or incident management.
Investigating problems (Option B) may be a shared responsibility but is often handled by the product-focused teams.
Reviewing known errors (Option D) is part of the error control process but not the main responsibility in a coordination-heavy role.

NO.96 An organization is improving its service desk practice.
How should the organization use the guiding principle ‘start where you are’?

Standardize operations and automate processes where possible

Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations

Establish a clear communication channel but use the procedures that are currently available.

Gradually Implement new service desk channels and loots

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.

NO.97 What is the CORRECT description of a known error?

A solution that reduces or eliminates the impact of one or more incidents

A problem that has been analysed but has not been resolved

An error which may cause, or has already caused, one or more incidents

A repeatable approach to the management of a particular type of problem

In ITIL 4, a known error is defined as a problem that has been analyzed but not resolved. It is a condition where the cause of the problem is understood and documented, but a permanent solution has not yet been implemented. Known errors often have workarounds that can reduce the impact of the issue, but the underlying problem remains unresolved until further actions can be taken.
Other options:
A: Describes a workaround, not a known error.
C: Describes an incident, not a known error.
D: Refers to a process but does not define a known error.

NO.98 An organization is designing a value stream for restoring service to users.
At which step in value stream mapping should the user touchpoints be identified?

Identify the scope of the values stream analysis

Reflect on the value stream map

Create a ‘to be’ value stream map

Define the purpose of the value stream from the business standpoint

In value stream mapping, user touchpoints are identified when the scope of the value stream analysis is being defined. This initial step is critical because it outlines the start and end points of the value stream and helps identify all key interactions, including those where users engage with the service.
Defining the scope ensures that all critical user interactions (touchpoints) are identified and included in the analysis, which is essential for ensuring the value stream meets user needs efficiently.
Other steps like creating a ‘to be’ value stream map and reflecting on the value stream map come later in the process and focus more on optimization and future state mapping.

NO.99 What practice enables the early detection of incidents?

Monitoring and event management

Problem management

Service request management

Knowledge management

The Monitoring and Event Management practice is designed to monitor services and components in real-time to detect events and respond accordingly. This practice allows for the early detection of incidents, which can then be addressed before they escalate and affect service performance.
Monitoring and Event Management (Answer A – Correct): This practice helps detect incidents by monitoring the health of systems and identifying deviations from normal operation. It triggers alerts when events occur that could indicate an incident, allowing for early detection and resolution.
Problem Management (Answer B – Incorrect): Problem management focuses on identifying the root cause of incidents and preventing them, but it is not primarily used for early detection.
Service Request Management (Answer C – Incorrect): This practice deals with fulfilling service requests and does not focus on detecting incidents.
Knowledge Management (Answer D – Incorrect): Knowledge management involves capturing and sharing information but does not directly support the detection of incidents.
ITIL 4 Reference:
Monitoring and Event Management Practice: Enables the detection of events and incidents in real-time, ensuring that issues are caught early before they impact users.

NO.100 What is the MOST important factor to consider when deciding how to mitigate problems?

Technical impact on applications or infrastructure

Business impact on service consumers

Service level agreements for problem resolution

The number and frequency of related incidents

In problem management, the most critical factor to consider when deciding how to mitigate problems is the business impact on service consumers. ITIL 4 emphasizes the importance of focusing on value, which means prioritizing issues that affect the business operations and end-user experience. By considering the business impact, organizations can ensure that they are addressing problems that have the greatest impact on customer satisfaction and service delivery.
Business Impact: The primary goal of problem management is to minimize disruptions to business operations. Problems that significantly impact the service consumers’ ability to perform their work should be prioritized for mitigation.
Option B (“Business impact on service consumers”) is the correct answer because it aligns with the ITIL 4 principle of focusing on value and ensuring that problems affecting customers are mitigated quickly.
Incorrect Options:
Option A: While technical impact is important, it should be secondary to business impact.
Option C: SLAs are important, but the urgency of addressing a problem should be guided by the business impact.
Option D: The number of incidents is a factor, but the priority should be on how the problem affects the business.

NO.101 What challenge is associated with user-to-technology interactions?

Unstructured information

Limited applicability to complicated and complex situations

Subjective attitudes and emotions

Limited scalability

One of the main challenges associated with user-to-technology interactions is the involvement of subjective attitudes and emotions. Users may have different levels of comfort with technology, varying expectations, and emotional reactions to incidents, which can complicate interactions and affect the quality of the service. Managing these subjective elements requires a combination of technical solutions and empathetic, user-focused support.

NO.102 Which activity is part of the ‘service request review and optimization’ process?

Selecting the appropriate service request model

Registering suggested Improvements to service request models

Enacting the procedures to fulfill the request

Deciding on whether to fulfil exceptions lo standard service requests

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.

NO.103 What should be the FIRST step in investigating a problem that was identified by reactive problem identification?

Create a known error

Look for a way to solve the problem

Submit a change request to resolve the problem

Understand which configuration items may have errors

When a problem is identified through reactive problem identification, the first step is to understand which configuration items (CIs) may have errors. This allows for accurate diagnosis of the underlying issue. By pinpointing the affected CIs, problem management can then proceed with further analysis to identify the root cause and potential solutions.
Understanding Configuration Items: Investigating which CIs are involved helps narrow down the scope of the problem and provides insight into what might be causing the issue.
Option D (“Understand which configuration items may have errors”) is the correct answer because identifying the affected CIs is a crucial first step in reactive problem management.
Incorrect Options:
Option A: A known error is created after the problem is fully analyzed.
Option B: Solving the problem comes after understanding the affected CIs.
Option C: Submitting a change request occurs later in the problem resolution process.

NO.104 During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?

Service request model initiation and control

Request categorization

Ad hoc fulfilment control

Fulfilment review

The fulfilment review stage of the service request fulfilment process is where user satisfaction is most likely to be measured. At this point, the organization evaluates whether the service request was handled effectively, ensuring that the user’s expectations were met and gathering feedback for continuous improvement.

NO.105 A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

The system will help to manage user query records

The system will help to collect user feedback

The system will help to report the practice performance

The system will help to integrate service desk into value streams

NO.106 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’?

The key users of the monitoring data and their requirements are identified

Trends are analysed and used to predict the event occurrence

The effectiveness of the monitoring and event management approach is measured and reported

Detected events are interpreted and acted upon, where relevant

For the success factor of establishing and maintaining models that describe events and monitoring capabilities, it is critical to identify the key users of the monitoring data and understand their requirements. This ensures that the monitoring approach is tailored to meet the specific needs of those who will act on the data, thus improving the effectiveness of the monitoring and event management process.

NO.107 An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?

Identification of the scope of the service value stream analysis

Definition of the purpose of the service value stream

Walkthrough of the service value stream steps

Creation of the ‘to be’ service value stream map

NO.108 A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?

Analyse the value stream map to identify waste

Proceed with major changes to the incident management value stream

Start eliminating work not connected to the incident management value stream

Adjust the incident management value stream to best practice

In ITIL 4, after mapping a value stream, the next logical step is to analyze the value stream map to identify waste. This analysis helps the service management team to pinpoint inefficiencies, bottlenecks, and redundant activities in the incident management process. By identifying and addressing these areas of waste, the team can improve the overall performance and flow of the value stream.

Loading …

Updated Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Dumps – Check Free ITIL-4-Specialist-Monitor-Support-Fulfil Exam Dumps: https://www.latestcram.com/ITIL-4-Specialist-Monitor-Support-Fulfil-exam-cram-questions.html

Related Certifications

SPLK-1002 (2)
SPLK-2003 (1)
SPLK-1001 (1)
SPLK-1005 (2)

Free Cram & Latest Exams Dumps