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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q120-Q125):

NEW QUESTION # 120
How can partners and suppliers support the monitoring and event management practice?

A. By initiating major event reviews after high-priority incidents
B. By defining which exception events do not require action
C. By providing consultancy on how to customize the IT services
D. By providing clear documentation about the meaning of events generated by their products

Answer: D

Explanation:
Partners and suppliers play a crucial role in supporting the Monitoring and Event Management practice by providing clear documentation that explains the meaning of the events generated by their products. This allows the service provider to understand and respond to these events appropriately. Accurate documentation helps ensure that the events can be interpreted quickly and acted upon, supporting effective incident and problem management.

NEW QUESTION # 121
An organization is implement a new service configuration management system.
How will monitoring and event management practice benefit from it?

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

Answer: B

Explanation:
In ITIL 4, a Service Configuration Management System (CMS) contains information about configuration items (CIs) and their relationships. This data is crucial for the Monitoring and Event Management practice, particularly for supporting event correlation, which involves linking events to the configuration items affected by those events.
Event Correlation (Answer B - Correct): The CMS provides detailed information about the relationships between different CIs, which can be used to correlate events. For example, if multiple components fail, the system can help identify how these failures are connected. This capability helps reduce noise from redundant alerts and enables faster identification of the root cause of incidents.
Collaboration Between Teams (Answer A - Incorrect): While a CMS can help with collaboration by providing shared access to information, this is not the primary benefit for the Monitoring and Event Management practice.
Task Management (Answer C - Incorrect): A CMS is primarily used to store information about configuration items, not to manage tasks. Task management would be handled by other tools like project management or IT service management platforms.
Practice Measurement and Reporting (Answer D - Incorrect): Although a CMS can contribute to reporting, this is not its primary role in supporting the Monitoring and Event Management practice.
ITIL 4 Reference:
Monitoring and Event Management Practice: Event correlation is a key capability for managing incidents and preventing outages, which is enhanced by the detailed data stored in a CMS.

NEW QUESTION # 122
Which problem management process has inputs from external user and professional communicates?

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

Answer: D

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 # 123
What can be used to help the service provider assess user experience of a user service?

A. A rule set
B. An event correlation
C. A health model
D. A monitoring action plan

Answer: C

Explanation:
A health model in ITIL 4 refers to a comprehensive understanding of how various components of a service perform in relation to user expectations. By using a health model, a service provider can assess the overall user experience and determine whether the service meets performance standards.
Health Model (Answer C - Correct): A health model provides insights into the status of key service components and how they affect the user experience. By comparing actual performance data with desired outcomes, the provider can make informed decisions on service improvements.
Event Correlation (Answer A - Incorrect): Event correlation links related events but does not directly assess user experience.
Rule Set (Answer B - Incorrect): A rule set may be used to define thresholds for system alerts but does not directly assess user experience.
Monitoring Action Plan (Answer D - Incorrect): This refers to the strategy for monitoring activities, but it is not specifically designed to measure or assess user experience.
ITIL 4 Reference:
Monitoring and Event Management Practice: The health model is a tool for understanding the impact of service health on user experience, allowing for continuous improvement of services.

NEW QUESTION # 124
Which incident management capability criteria must be fulfilled to achieve capability level 5?

A. The users and other relevant stakeholders know how to report incidents and report them as soon as possible
B. Incidents ate usually detected immediately after they occur
C. Incidents are usually resolved in the Quickest possible way
D. The effectiveness of incident detection is regularly reviewed and continually improved

Answer: D

Explanation:
To achieve capability level 5 in incident management, an organization must demonstrate a high level of maturity, where processes are well-established, optimized, and continuously improved. ITIL 4 emphasizes continual improvement as a critical aspect of advanced maturity levels.
Capability Level 5 (Answer C - Correct): At this level, the focus is on continual improvement. The organization regularly reviews the effectiveness of incident detection and takes proactive steps to improve the process. This aligns with ITIL's emphasis on continual improvement through feedback loops and metrics, ensuring that the organization refines its incident management capabilities over time.
Users Reporting Incidents Quickly (Answer A - Incorrect): While this is important for incident management, it is more relevant to lower maturity levels (e.g., ensuring basic incident reporting processes are in place). At capability level 5, the focus shifts to improving detection and processes rather than just relying on user reports.
Immediate Detection (Answer B - Incorrect): Immediate detection is ideal but achieving it consistently requires optimized tools and processes. However, this criterion does not fully capture the continual improvement focus required at capability level 5.
Quick Resolution (Answer D - Incorrect): Quick resolution is important, but it is more related to efficiency rather than the continual improvement needed at capability level 5.
ITIL 4 Reference:
Continual Improvement Practice: Emphasizes reviewing and improving processes like incident detection and response over time.
Incident Management Practice: Incident detection and its effectiveness should be regularly reviewed as part of continual improvement efforts.

NEW QUESTION # 125
......

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