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ITIL 4 Specialist: Monitor, Support, FulfilExam

Last Update 4 days ago
Total Questions : 166

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Question # 41

How can partners and suppliers support the monitoring and event management practice?

Options:

A.  

By building event generation capabilities into their product's operating system

B.  

By defining which informational events require immediate action

C.  

By benchmarking service performance against SLAs agreed with customers

D.  

By providing incident management tools

Discussion 0
Question # 42

A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

Options:

A.  

The system will support practice measurement and reporting

B.  

The system will support handling of service requests from initiation to fulfilment

C.  

The system will be used for ad hoc request fulfilment

D.  

The system will be used to communicate new request models to users

Discussion 0
Question # 43

What type of service requests is not available to users when a service is designed for a no-request operations?

Options:

A.  

A request specific to service utility

B.  

A request to register a compliment

C.  

A request to register a complaint

D.  

A how-to request

Discussion 0
Question # 44

What process has activities that ensure that messages are directed to the correct audience?

Options:

A.  

Service desk optimization

B.  

User query handling

C.  

Omnichannel communication

D.  

Communicating to users

Discussion 0
Question # 45

Reactive problem identification is based on the information about past and current incidents. Which software tools ensure that this information is available for problem identification?

Options:

A.  

Workflow management and collaboration tools

B.  

Service configuration management tools

C.  

Monitoring and event management tools

D.  

Knowledge management tools

Discussion 0
Question # 46

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?

Options:

A.  

Using the 'to be' value stream map to plan improvements

B.  

Define the purpose of the value stream

C.  

Create a 'to be value stream map

D.  

Do the service value stream walk

Discussion 0
Question # 47

What is the MOST LIKELY reason to involvethird parties in the service provider’s problem management practice?

Options:

A.  

Problems may cause incidents that have an Impact on third parties

B.  

Third parties am responsible for problem categorization and Impart analysis

C.  

Errors in third-party products may cause problems

D.  

Service provider may have insufficient resources

Discussion 0
Question # 48

Which of the following describes technical debt?

Options:

A.  

A collection of tasks related to previously used workarounds

B.  

An incident with significant business impact

C.  

A repeatable approach to the management of incidents

D.  

A special method of investigating incidents

Discussion 0
Question # 49

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?

Options:

A.  

Review me fulfilment procedures to remove the need for change implementation

B.  

Review the service value stream to ensure effective integration of all Involved

C.  

Automate the fulfillment procedures

D.  

Outsource the fulfilment procedures

Discussion 0
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