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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q35-Q40):
NEW QUESTION # 35
An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals.
Which of the following statements a CORRECT?
Answer: B
Explanation:
In ITIL 4, the Incident Management practice emphasizes the need for collaboration, efficient response, and leveraging expertise to resolve incidents quickly and minimize their impact. The correct approach to addressing issues like collective responsibility and improving knowledge-sharing is to ensure that experienced individuals are involved in the process.
Engaging Experienced People (Answer C - Correct): ITIL promotes collaboration and knowledge-sharing within and between teams. Engaging experienced people ensures that incidents are handled by those with the requisite skills and knowledge, which improves both the speed of resolution and the learning opportunities for others involved. This is in line with the Collaborate and Promote Visibility guiding principle, where cross-team collaboration is encouraged to enhance service restoration and continual improvement.
Hero Mentality and Failing Together (Answer B - Incorrect): While recognizing achievements is important, ITIL advises against promoting a "hero culture" where individuals are solely credited for resolving incidents. Instead, it encourages collective responsibility and learning from both successes and failures. The focus should be on continuous learning and improvement, rather than celebrating individual success in a team-oriented environment.
Seeing an Incident Through to Resolution (Answer A - Incorrect): Even in teams where responsibility is shared, ITIL recommends that there should be clear ownership of incidents to ensure accountability. It's crucial that one person or a defined team tracks the incident from start to finish, even if multiple people contribute to the resolution.
Bouncing Incidents Between Teams (Answer D - Incorrect): ITIL discourages the practice of bouncing incidents between teams, as this can lead to delays, confusion, and poor resolution times. Instead, clear responsibility and communication are key to effective incident resolution.
ITIL 4 Reference:
Incident Management Practice: Focuses on ensuring efficient and quick restoration of service by involving the right people and sharing knowledge across teams.
Collaborate and Promote Visibility Guiding Principle: Encourages involving experienced individuals and sharing knowledge to improve outcomes.
NEW QUESTION # 36
Which capability criterion supports the practice success factor 'ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?
Answer: A
Explanation:
For the Monitoring and Event Management practice to be successful, it is essential to ensure that timely, relevant, and sufficient monitoring data is available to stakeholders. Identifying the key users of the data and their specific needs is crucial to ensure the data collected is meaningful and actionable.
Key Users and Their Requirements Identified (Answer D - Correct): By understanding who uses the monitoring data (e.g., system administrators, service desk teams, or business leaders) and what information they need, the service provider can tailor the monitoring setup to provide timely and relevant insights. This supports decision-making and ensures that the monitoring data fulfills its intended purpose.
Responsibility for Monitoring Approach (Answer A - Incorrect): Defining responsibility is important, but it does not directly address the need for ensuring timely and relevant data for all stakeholders.
Immediate Detection of Events (Answer B - Incorrect): Detecting events quickly is important but does not directly relate to ensuring data relevance for stakeholders.
Regular Review and Continual Improvement (Answer C - Incorrect): While reviewing and improving the approach is essential, the key to success lies in ensuring that stakeholders' specific data needs are met.
ITIL 4 Reference:
Monitoring and Event Management Practice: Ensuring that the right stakeholders receive the data they need is a critical component of this practice's success.
NEW QUESTION # 37
Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services
Answer: A
Explanation:
When a problem record is created, it typically includes information about the associated configuration items (CIs) and affected services. This information is crucial for understanding the scope of the problem and how it impacts the service infrastructure. Identifying CIs helps in root cause analysis, while affected services clarify the business impact.
Investigation results and problem solutions (Options 1 and 2) come later in the problem management process after the problem has been analyzed and resolved.
NEW QUESTION # 38
What is a key input to the service request fulfillment control process?
Answer: A
Explanation:
A key input to the service request fulfillment control process is understanding the policies and regulatory requirements that govern how service requests must be handled. These requirements ensure that service requests are fulfilled in compliance with organizational and legal standards.
Policies and Regulatory Requirements (Answer C - Correct): Policies and regulatory requirements define the boundaries within which service requests must be fulfilled. These inputs ensure that the service provider adheres to internal guidelines and external regulations, helping to maintain compliance and reduce the risk of legal or regulatory breaches during the service request fulfillment process.
Service Request Queries (Answer A - Incorrect): Queries from users are part of the operational aspect of fulfilling requests, but they are not a primary input for controlling the overall fulfillment process.
Fulfilled Service Requests (Answer B - Incorrect): Fulfilled requests represent outputs or results, not inputs to the control process.
User Survey Results (Answer D - Incorrect): While user feedback is important for improving the process, it is not a key input to the control process for managing compliance and ensuring requests are fulfilled according to policies and regulations.
ITIL 4 Reference:
Service Request Management Practice: Policies and regulatory requirements are crucial inputs for managing service request fulfillment to ensure that all actions are compliant with organizational standards.
Governance in ITIL 4: Ensures that services are delivered within the framework of legal and regulatory requirements.
NEW QUESTION # 39
What should the service request management practice handle in order to support the agreed quality of a service?
Answer: B
Explanation:
The service request management practice in ITIL 4 is responsible for handling all pre-defined, user-initiated service requests. These are typically requests for something that is already part of an agreed-upon service offering (for example, password resets or access to software).
Agreed Service Actions: This refers to standard service actions that are defined and documented, such as software access or user account creation. Service request management ensures that such requests are handled efficiently and in line with agreed service levels.
Option A ("Requests that initiate an agreed service action") is the correct answer, as it aligns with the purpose of service request management, which is to handle routine requests for agreed service actions.
Incorrect Options:
Option B: Requesting the design of a new service falls under service design, not service request management.
Option C: Requests to resolve an interruption to a service are incidents, not service requests.
Option D: Determining the root cause of an incident relates to problem management, not service request management.
NEW QUESTION # 40
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