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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q60-Q65):

NEW QUESTION # 60
What is NOT a main characteristic of a service request?

A. A service request is acted on by the service provider
B. A service request is initiated by a user or user representative
C. A service request leads to an agreed service outcome
D. A service request leads to a normal change

Answer: D

Explanation:
A service request in ITIL 4 refers to a user-initiated request for information, advice, or a standard service action. It does not usually involve the complex activities associated with normal changes, which are part of the change enablement process.
Main Characteristics of a Service Request:
A service request is initiated by a user or user representative.
It leads to an agreed service outcome.
It is acted upon by the service provider.
Option A ("A service request leads to a normal change") is incorrect because normal changes involve more formal procedures, risk assessments, and approvals, and they are part of change enablement, not service request management.
Correct Characteristics:
Option B: Service requests are intended to achieve agreed service outcomes.
Option C: Service requests are user-initiated.
Option D: Service providers are responsible for fulfilling service requests.

NEW QUESTION # 61
Which capability level shows that the problem management practice is defined.
Achieve its purpose, and is integrated with other practices?

A. Level 3
B. Level 2
C. Level 5
D. Level 4

Answer: A

Explanation:
At capability level 3, a practice is defined, achieves its purpose, and is integrated with other practices. This level indicates that the practice is functioning consistently across the organization and that it has been formalized and integrated into the organization's processes.
Level 3 (Answer B - Correct): At this level, the problem management practice has been properly defined and integrated with other service management practices, such as incident management and change enablement. The organization has established workflows and procedures to ensure that problems are managed effectively.
Level 2 (Answer A - Incorrect): Level 2 reflects that the practice is in place but not fully defined or integrated with other practices.
Level 4 (Answer C - Incorrect): Level 4 indicates that the practice is quantitatively managed, with performance metrics and data used to drive continuous improvement.
Level 5 (Answer D - Incorrect): Level 5 reflects that the practice is optimized and fully integrated with other practices, with a strong focus on continual improvement.
ITIL 4 Reference:
Problem Management Practice Maturity: Capability levels help organizations assess the maturity of their practices, with level 3 representing a well-defined and integrated practice.

NEW QUESTION # 62
Which problem management process has inputs from external user and professional communicates?

A. Problem control
B. Reactive problem identification
C. Proactive problem identification
D. Error control

Answer: C

Explanation:
Proactive problem identification often relies on inputs from external users and professional communities. This process involves analyzing trends and feedback from users, vendors, and other professionals to identify potential problems before they result in incidents. Engaging with external sources helps organizations stay ahead of issues by identifying patterns and emerging risks.
Problem control and error control focus more on managing existing problems and known errors, while reactive problem identification focuses on identifying problems in response to incidents.

NEW QUESTION # 63
Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

A. It is important to ensure that third parties adhere to the Incident management policies established by their customers.
B. It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.
C. It is not important to integrate third parties into incident Information exchange workflows.
D. It is not important to ensure third parties' adherence to organization's policies.

Answer: A

Explanation:
In ITIL 4, third-party suppliers and partners are essential components of the Service Value System. For effective Incident Management, it is critical that third-party suppliers align with the incident management policies of their customers.
Adhering to Customer Policies (Answer C - Correct): ITIL stresses the importance of ensuring that external partners and suppliers follow the incident management processes and policies established by their customers. This ensures consistency in handling incidents and contributes to seamless service restoration across the supply chain. The Supplier Management practice emphasizes the need for agreements that include clear expectations for incident handling and adherence to customer policies.
Designing Incident Management Processes to Copy Customer Processes (Answer D - Incorrect): While third parties should align with customer policies, they do not need to design their incident management processes as an exact copy of their customers' processes. Instead, they should ensure that their processes are compatible and work seamlessly with the customer's incident management framework.
Not Important to Ensure Adherence (Answer A - Incorrect): It is crucial to ensure that third parties adhere to the organization's incident management policies. Failing to do so can result in inconsistent incident handling, delays in resolution, and misalignment in service levels.
Incident Information Exchange (Answer B - Incorrect): Integrating third parties into incident information exchange workflows is essential for effective collaboration. Information sharing is crucial for timely and effective incident resolution.
ITIL 4 Reference:
Supplier Management Practice: Ensures that suppliers meet their contractual obligations and follow the agreed-upon incident management processes, enabling seamless handling of incidents.
Incident Management Practice: Third-party involvement in incident management is often critical, especially when they provide key services or components that are part of the service offering.

NEW QUESTION # 64
What competency is the MOST important when performing the activity 'event logging'?

A. Methods and techniques expert
B. Leader
C. Coordinator/communicator
D. Technical expert

Answer: D

Explanation:
Event logging is a critical function within the "Monitoring and Event Management" practice in ITIL 4. This practice focuses on systematically observing services and service components to capture significant changes of state, which are identified as events. The goal is to ensure services are being effectively monitored and that events are logged and appropriately managed.
Technical expertise is vital in understanding how various systems and components work, identifying key data points, and determining the significance of certain events. A technical expert can analyze the logs, determine the root cause of issues, and configure monitoring tools effectively.
According to ITIL 4 guidance, the person responsible for event logging needs to have a deep understanding of the technical aspects of the infrastructure and applications being monitored. This allows them to configure and interpret event data efficiently to ensure the system's performance aligns with organizational goals.
Why Not Other Options?
Coordinator/communicator (A): While communication is essential for coordinating incident responses, the activity of "event logging" requires more technical knowledge than communication skills.
Leader (B): Leadership is important for managing teams, but "event logging" is a more hands-on technical task.
Methods and techniques expert (D): Although important, this role focuses more on understanding methodologies rather than having the in-depth technical knowledge necessary for event logging.
Thus, the Technical expert (C) is the most critical competency for performing event logging effectively, as this person must configure monitoring systems, identify key metrics, and interpret complex data to detect and react to system events accurately.

NEW QUESTION # 65
......

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