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ITIL 4 Specialist: Monitor, Support, FulfilExam

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Total Questions : 166

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Question # 11

An organization is implement a new service configuration management system.

How will monitoring and event management practice benefit from it?

Options:

A.  

The system will support collaboration between teams

B.  

The system will support event correlation

C.  

The system will help to manage tasks

D.  

The system will support practice measurement and reporting

Discussion 0
Question # 12

Which activity of the ‘service desk optimization’ process ensures that change request are raised where necessary?

Options:

A.  

Service desk improvement communication

B.  

service desk review

C.  

Triage the user query and initiate the appropriate activities

D.  

Service desk improvement Initiation

Discussion 0
Question # 13

It is important for a service provider to understand user’s feelings, emotions, and needs. Which service capability supports this?

Options:

A.  

Assurance

B.  

Service empathy

C.  

Omnichannel communication

D.  

Moment of truth

Discussion 0
Question # 14

What characteristic of communication channels can be supported by pre-population of relevant user data?

Options:

A.  

Usability

B.  

Familiarity

C.  

Availability

D.  

Contextual intelligence

Discussion 0
Question # 15

How should an organization BEST assess how well problem management is contributing to the organization's success?

Options:

A.  

By measuring and reporting the key performance indicators defined in the practice guide

B.  

By engaging independent consultants to assess and report on the practice

C.  

By using the ITIL maturity model described in the practice guide

D.  

By documenting the organization's service value system

Discussion 0
Question # 16

What is a part of the service desk manager role?

Options:

A.  

Creating and maintaining a healthy work culture

B.  

Providing software tools for service desk

C.  

Acknowledging user queries

D.  

Triaging user queries

Discussion 0
Question # 17

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?

Options:

A.  

Participate in activities of other practices as required by the service value stream

B.  

Reviewing and continually improving the service desk practice

C.  

Cooperate with team members in the context of service value streams

D.  

Ensuring a great user experience and high user satisfaction

Discussion 0
Question # 18

Which of the following is the BEST description for events?

Options:

A.  

Configuration item's change o! state that can be observed

B.  

Configuration item's change of state that has significance for the management of a service

C.  

Configuration item's change of state that might lead to financial losses

D.  

Configuration item's change of state regardless of its impact

Discussion 0
Question # 19

What can be used to help the service provider assess user experience of a user service?

Options:

A.  

An event correlation

B.  

A rule set

C.  

A health model

D.  

A monitoring action plan

Discussion 0
Question # 20

Which process reviews tools are available for data analysis?

Options:

A.  

Monitoring planning

B.  

Event handling

C.  

Monitoring and event management review

D.  

Establishing and maintaining approaches

Discussion 0
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