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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Prüfungsplan:

Thema
Einzelheiten

Thema 1

Introduction to Monitor, Support, Fulfil: This section of the exam evaluates the capabilities of IT service management experts and explores the core concepts of Monitor, Support, and Fulfil value chain activities in the ITIL 4 framework.

Thema 2

Service Request Management: This section of the exam appraises the abilities of IT fulfillment teams to focus on the streamlined processing of service requests. It explores creating and administering service request catalogs and tactics to enhance user satisfaction.

Thema 3

Monitor and Event Management: This section of the exam assesses the competencies of IT operations managers and service desk staff, focusing on the fundamentals and applications of IT service monitoring and event handling. It examines the implementation of robust monitoring systems.

Thema 4

Problem Management: This section of the exam evaluates the skills of IT service managers and analysts, addressing both anticipatory and responsive facets of problem management.

Thema 5

Incident Management: This section of the exam gauges the proficiency of incident managers and support personnel, encompassing the entire lifecycle of incident management from initial detection to final resolution.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam ITIL-4-Specialist-Monitor-Support-Fulfil Prüfungsfragen mit Lösungen (Q108-Q113):

108. Frage
Which role or team usually perform the initial operational actions on service requests?

A. Service desk
B. Specialized technician
C. Change manager
D. Problem manager

Antwort: A

Begründung:
In ITIL 4, the Service Desk is the first point of contact for users and typically performs the initial operational actions on service requests. The service desk is responsible for handling a variety of user requests, including incidents, service requests, and inquiries, and ensures that these are either fulfilled or routed to the appropriate team.
Service Desk (Answer A - Correct): The service desk handles initial interactions with users and is responsible for logging, categorizing, and taking the first actions on service requests. They may fulfill simple requests directly or escalate more complex requests to specialized teams.
Specialized Technician (Answer B - Incorrect): Specialized technicians are usually involved in the fulfillment of more complex requests, but the initial actions are handled by the service desk.
Problem Manager (Answer C - Incorrect): The problem manager is responsible for handling problems, not service requests, and is usually involved after incidents are escalated due to unresolved underlying issues.
Change Manager (Answer D - Incorrect): The change manager handles change requests but is not involved in the initial operational actions of service requests.
ITIL 4 Reference:
Service Desk Practice: The service desk is the primary role responsible for initial service request actions, ensuring that requests are appropriately logged and managed.

109. Frage
What is part of the service desk agent role?

A. Planning the capacity and performance of the service desk team
B. Triaging user queries end taking appropriate action
C. Ensuring the workload balance between the service desk activities and involvement in other practices
D. Creating and maintaining a healthy work culture

Antwort: B

Begründung:
The role of a Service Desk Agent in ITIL 4 focuses on being the first point of contact for users. One of the primary responsibilities of a service desk agent is to triage user queries, meaning they assess and prioritize the issues reported by users and take appropriate action to resolve them or escalate them as needed.
Triaging User Queries and Taking Appropriate Action (Answer C - Correct): This is a core responsibility of service desk agents. They are responsible for assessing the nature of incidents or requests, categorizing them, and ensuring they are either resolved or escalated to the appropriate teams. This role is crucial in ensuring timely and efficient service delivery.
Planning Capacity and Performance (Answer A - Incorrect): Planning the capacity and performance of the service desk is typically the responsibility of service desk management or leadership, not individual agents.
Ensuring Workload Balance Between Service Desk and Other Practices (Answer B - Incorrect): This is also a managerial task focused on resource management, not a specific responsibility of service desk agents.
Creating and Maintaining a Healthy Work Culture (Answer D - Incorrect): While contributing to a healthy work culture is important, this is a broader organizational goal, not a specific task assigned to service desk agents.
ITIL 4 Reference:
Service Desk Practice: The main responsibilities of service desk agents include triaging incidents, managing queries, and ensuring that issues are addressed or escalated as appropriate to maintain service levels.

110. Frage
What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?

A. Supplier management
B. Service desk
C. Service catalogue management
D. Service level management

Antwort: A

Begründung:
The supplier management practice ensures that suppliers and their performance are managed appropriately to support the seamless provision of quality services. When used together with service request management, supplier management helps ensure that third parties adjust their level of service to the organization's needs by setting clear expectations and monitoring supplier performance through contracts and agreements (SLAs).
Supplier Management: This practice focuses on maintaining and improving supplier relationships, including negotiating and enforcing SLAs, ensuring that third-party services align with organizational requirements.
Option B ("Supplier management") is the correct answer because it ensures that third-party service levels are aligned with the needs of the organization through proper management and oversight.
Incorrect Options:
Option A (Service level management): This focuses on managing internal service levels rather than external suppliers.
Option C (Service desk): The service desk handles user requests but does not manage third-party suppliers.
Option D (Service catalogue management): This defines available services but does not manage third-party performance.

111. Frage
Which of the following is a benefit of utilizing incident models?

A. Optimizing the handling of repeating incidents
B. Reducing the technical debt created by incident workarounds
C. Optimizing the handling of novel incidents
D. Reducing the impact of an incident when a full resolution is unavailable

Antwort: A

Begründung:
An incident model defines the steps to handle a particular type of incident in a standardized way. This is particularly beneficial for repeating incidents, as it ensures that these incidents are handled consistently and efficiently, reducing the time and effort required to resolve them. Incident models provide a structured approach to incident management, making it easier to handle common incidents.
Incident Models: These models streamline the process of handling recurring incidents by defining predefined steps and actions, ensuring quick and consistent resolution.
Option C ("Optimizing the handling of repeating incidents") is the correct answer because incident models are designed to improve the efficiency of dealing with frequent incidents.
Incorrect Optios:
Option A: Incident models are not typically used for novel incidents, which require more flexible approaches.
Option B: Reducing the impact of an incident when a full resolution is unavailable is more related to incident workarounds.
Option D: Incident models do not directly reduce technical debt; this is more related to managing workarounds and problem management.

112. Frage
Which activity is part of the 'service request review and optimization' process?

A. Enacting the procedures to fulfill the request
B. Deciding on whether to fulfil exceptions lo standard service requests
C. Registering suggested Improvements to service request models
D. Selecting the appropriate service request model

Antwort: C

Begründung:
In the service request review and optimization process, one of the key activities is registering suggested improvements to the service request models. This ensures that the service request process evolves and improves over time based on user feedback and operational efficiency analysis.
Selecting the appropriate service request model happens during request categorization, not review and optimization.
Enacting procedures to fulfill the request is part of the execution phase, not the review process.
Deciding on exceptions is not a typical activity within the optimization process, which is more focused on enhancing and refining the standard models.

113. Frage
......

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Hannah Brown Hannah Brown

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