ITIL-4-Specialist-Monitor-Support-Fulfil Latest Practice Questions & ITIL-4-Specialist-Monitor-Support-Fulfil Detailed Study Plan

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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:

Topic	Details
Topic 1	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.
Topic 2	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.
Topic 3	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.
Topic 4	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.
Topic 5	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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q164-Q169):

NEW QUESTION # 164
An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals.
Which of the following statements a CORRECT?

A. Teams that share responsibility should be encouraged to engage experienced people in the process
B. Teams that share responsibility should celebrate heroes and should nut slime successes awl failures
C. Teams that share responsibility cannot have only one person that sees an Incident through to resolution
D. Teams that share responsibility should bounce incidents between them and other teams

Answer: A

Explanation:
In ITIL 4, the Incident Management practice emphasizes the need for collaboration, efficient response, and leveraging expertise to resolve incidents quickly and minimize their impact. The correct approach to addressing issues like collective responsibility and improving knowledge-sharing is to ensure that experienced individuals are involved in the process.
Engaging Experienced People (Answer C - Correct): ITIL promotes collaboration and knowledge-sharing within and between teams. Engaging experienced people ensures that incidents are handled by those with the requisite skills and knowledge, which improves both the speed of resolution and the learning opportunities for others involved. This is in line with the Collaborate and Promote Visibility guiding principle, where cross-team collaboration is encouraged to enhance service restoration and continual improvement.
Hero Mentality and Failing Together (Answer B - Incorrect): While recognizing achievements is important, ITIL advises against promoting a "hero culture" where individuals are solely credited for resolving incidents. Instead, it encourages collective responsibility and learning from both successes and failures. The focus should be on continuous learning and improvement, rather than celebrating individual success in a team-oriented environment.
Seeing an Incident Through to Resolution (Answer A - Incorrect): Even in teams where responsibility is shared, ITIL recommends that there should be clear ownership of incidents to ensure accountability. It's crucial that one person or a defined team tracks the incident from start to finish, even if multiple people contribute to the resolution.
Bouncing Incidents Between Teams (Answer D - Incorrect): ITIL discourages the practice of bouncing incidents between teams, as this can lead to delays, confusion, and poor resolution times. Instead, clear responsibility and communication are key to effective incident resolution.
ITIL 4 Reference:
Incident Management Practice: Focuses on ensuring efficient and quick restoration of service by involving the right people and sharing knowledge across teams.
Collaborate and Promote Visibility Guiding Principle: Encourages involving experienced individuals and sharing knowledge to improve outcomes.

NEW QUESTION # 165
The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident management value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?

A. Do the service value stream walk
B. Reflect on the value stream map
C. Identify the scope of the value stream analysis
D. Map the activities and the information flows

Answer: D

Explanation:
The best way to identify waste in a value stream is to map the activities and information flows. This helps visualize how work and information move through the process, making it easier to identify bottlenecks, redundancies, or unnecessary steps that contribute to inefficiency.
Reflecting on the value stream map (Option A) and walking the service value stream (Option B) are useful steps but not as effective for identifying waste as mapping the detailed activities and flows.
Identifying the scope (Option C) is an important first step, but it doesn't directly help in identifying waste.

NEW QUESTION # 166
A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?

A. Start eliminating work not connected to the incident management value stream
B. Adjust the incident management value stream to best practice
C. Proceed with major changes to the incident management value stream
D. Analyse the value stream map to identify waste

Answer: D

Explanation:
In ITIL 4, after mapping a value stream, the next logical step is to analyze the value stream map to identify waste. This analysis helps the service management team to pinpoint inefficiencies, bottlenecks, and redundant activities in the incident management process. By identifying and addressing these areas of waste, the team can improve the overall performance and flow of the value stream.

NEW QUESTION # 167
Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services

A. 1 and 4
B. 1 and 2
C. 3 and 4
D. 2 and 3

Answer: C

Explanation:
When a problem record is created, it typically includes information about the associated configuration items (CIs) and affected services. This information is crucial for understanding the scope of the problem and how it impacts the service infrastructure. Identifying CIs helps in root cause analysis, while affected services clarify the business impact.
Investigation results and problem solutions (Options 1 and 2) come later in the problem management process after the problem has been analyzed and resolved.

NEW QUESTION # 168
The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream.
Which of the following statement is CORRECT?

A. Incident management should be included in the required fulfillment workflow
B. Incident management can be involved in other value streams
C. Only the incident management value stream can trigger restoration of normal service
D. Incident management should be involved in all value streams.

Answer: B

Explanation:
ITIL 4 defines Incident Management as a key practice that works across various parts of the Service Value Chain. While Incident Management has its own value stream focused on restoring normal service operations as quickly as possible, it can also be involved in other value streams to handle incidents that may arise during activities like Service Fulfillment, Service Request Management, or even during the delivery of new services.
Incident Management in Multiple Value Streams (Answer C - Correct): Incident Management can be involved in other value streams where its role is to manage disruptions that may occur during different stages of service delivery or other operations. For example, during Change Management, incidents may occur as a result of changes made to the infrastructure, and Incident Management would need to step in to manage those disruptions.
Incident Management in All Value Streams (Answer A): While incident management is crucial, it is not necessarily involved in all value streams. Value streams that do not involve service disruptions or incidents, such as strategic planning or purely administrative value streams, may not require the involvement of incident management.
Restoration of Normal Service (Answer B): While Incident Management focuses on restoring normal service as soon as possible, other value streams like Change Enablement and Service Request Management can also trigger service restoration activities under different circumstances. Therefore, it is incorrect to say that only the Incident Management value stream can trigger restoration.
Incident Management in Fulfillment Workflow (Answer D): While Service Request Fulfillment often deals with requests such as password resets or access requests, which are not necessarily incidents, there may be occasions where Incident Management overlaps with the fulfillment process (e.g., if a service request leads to an incident). However, it is not mandatory that Incident Management be involved in every fulfillment workflow.
ITIL 4 Reference:
Service Value Chain: Incident Management activities are often part of various stages across the value chain, particularly in Engage, Deliver and Support, and Improve stages.
Incident Management Practice: Incident Management ensures service disruptions are managed efficiently and effectively, making it a practice that can be invoked during various service value streams when required.

NEW QUESTION # 169
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ITIL-4-Specialist-Monitor-Support-Fulfil Latest Practice Questions & ITIL-4-Specialist-Monitor-Support-Fulfil Detailed Study Plan

Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:

100% Pass 2025 Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Perfect Latest Practice Questions

Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q164-Q169):

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