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ITIL-4-Specialist-Monitor-Support-Fulfil Reliable Exam Practice & iPassleader - Leader in Certification Exam Materials & ITIL-4-Specialist-Monitor-Support-Fulfil: ITIL 4 Specialist: Monitor, Support, Fulfil Exam

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q116-Q121):

NEW QUESTION # 116
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 3
C. Level 2
D. Level 1

Answer: B

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 # 117
Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

A. Service request model
B. CMDB
C. Service request catalogue
D. Service level agreements

Answer: D

Explanation:
Information about constraints on service request fulfillment, including those imposed by third parties, is typically found in Service Level Agreements (SLAs). SLAs define the agreed-upon levels of service, including response times, resolution times, and any constraints or dependencies that may affect service fulfillment.
Service Level Agreements (Answer A - Correct): SLAs document the terms of service between the service provider and the customer, including the limitations and constraints imposed by third parties. This ensures that both the provider and the customer are aware of potential delays or issues that could arise due to third-party involvement.
Service Request Catalogue (Answer B - Incorrect): The service request catalogue lists the available services and requests but does not typically detail constraints related to third parties.
Service Request Model (Answer C - Incorrect): Service request models outline the steps to fulfill specific service requests but do not usually contain detailed information about third-party constraints.
CMDB (Answer D - Incorrect): The Configuration Management Database (CMDB) contains information about configuration items (CIs) and their relationships, but it is not the primary source for details on third-party constraints affecting service request fulfillment.
ITIL 4 Reference:
Service Level Management Practice: SLAs include details about service constraints and obligations, ensuring transparency between service providers and customers regarding service fulfillment expectations.

NEW QUESTION # 118
Which of the following is the BEST description of problem prioritization?

A. Optimizing problem resolution and mitigation
B. The importance of a problem relative to other problems
C. Choosing which problems to work on first when there are insufficient resources
D. People with different areas of expertise working together to solve a problem

Answer: C

Explanation:
Problem prioritization refers to the process of determining which problems should be addressed first based on their impact, urgency, and available resources. This becomes particularly important when resources are insufficient to address all problems simultaneously. Prioritization helps ensure that the most critical problems, which could have the highest business impact, are dealt with promptly.

NEW QUESTION # 119
What challenge is associated with user-to-technology interactions?

A. Unstructured information
B. Limited scalability
C. Subjective attitudes and emotions
D. Limited applicability to complicated and complex situations

Answer: C

Explanation:
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.

NEW QUESTION # 120
Which process has an output of 'stakeholder notifications'?

A. Monitoring planning
B. Ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible
C. Monitoring and event management review
D. Event handling

Answer: D

Explanation:
In ITIL 4, event handling involves managing events that may require notifications to stakeholders. When an event is detected, it could signify a change in the state of a service or component, necessitating communication with relevant stakeholders to ensure appropriate actions are taken. Stakeholder notifications are a key part of this process, ensuring that those affected or involved are informed promptly.

NEW QUESTION # 121
......

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