100% PASS 2025 PEOPLECERT UPDATED VALID ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL EXAM PASS4SURE

100% Pass 2025 Peoplecert Updated Valid ITIL-4-Specialist-Monitor-Support-Fulfil Exam Pass4sure

100% Pass 2025 Peoplecert Updated Valid ITIL-4-Specialist-Monitor-Support-Fulfil Exam Pass4sure

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q96-Q101):

NEW QUESTION # 96
An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

  • A. Establish a clear and easy way to use communication channel for users
  • B. Use existing procedures until the resources are available to review them
  • C. Gradually implement new service desk channels and tools
  • D. Review and standardize service desk procedures using tools where possible

Answer: D

Explanation:
The guiding principle "optimize and automate" in ITIL 4 emphasizes making the best use of resources by simplifying and standardizing processes and then automating where it adds value. When improving the service desk practice, the first step should be to review and standardize procedures. This ensures that all processes are well understood and consistent before they are automated. Tools should then be applied to further enhance efficiency, but only after processes are optimized.


NEW QUESTION # 97
How can partners and suppliers support the service desk practice?

  • A. By providing consultancy on how to customize the IT services
  • B. By providing change enablement tools
  • C. By outsourcing the development of II services
  • D. By providing trained resources to work in service desk teams

Answer: D

Explanation:
The service desk practice in ITIL 4 is the single point of contact between the service provider and the users, focusing on incident resolution and service request management. Partners and suppliers can support this practice by providing trained resources to work in service desk teams. This aligns with the "Partners and Suppliers" dimension of service management, which emphasizes that external organizations can supply expertise, resources, or technology that help the service provider meet its objectives.
ITIL encourages collaboration with external partners when the internal organization lacks the necessary resources or expertise. Providing trained resources enhances the service desk's ability to efficiently resolve incidents and handle requests, ensuring continuity and service quality.
Other options, such as providing change enablement tools or outsourcing IT services, do not directly support the service desk in its role of handling incidents and requests.


NEW QUESTION # 98
Which of the following is NOT a benefit of the 'incident management' practice?

  • A. Fulfilment of the SLAs with service consumers
  • B. Reduced losses caused by IT service unavailability
  • C. Higher client and employee satisfaction
  • D. Reduced knowledge capture and reuse

Answer: D

Explanation:
The Incident Management practice in ITIL 4 provides several benefits, including the fulfillment of SLAs, improving client and employee satisfaction, and reducing losses caused by service unavailability. However, reduced knowledge capture and reuse is not a benefit; in fact, knowledge capture and reuse are key goals of incident management to ensure that lessons learned from incidents are applied to prevent future issues. Proper documentation and sharing of knowledge ensure continuous improvement and efficiency in resolving incidents.


NEW QUESTION # 99
The monitoring and event management practice includes rules for event filtering and categorization. In which dimension of service management are these rules established?

  • A. Value Streams and Processes
  • B. Organization and People
  • C. Information and Technology
  • D. Partners and Suppliers

Answer: B


NEW QUESTION # 100
The appropriate service request model is chosen as pad or which activity of the 'service request fulfillment control process?

  • A. Service request model initiation and control
  • B. Request categorization
  • C. Fulfil merit review
  • D. Ad hoc fulfilment control

Answer: B

Explanation:
In the service request fulfillment control process, the appropriate service request model is chosen during the request categorization activity. Categorizing the request helps determine the correct model or procedure to follow for fulfilling the request efficiently and appropriately. This ensures that the service request is aligned with pre-defined workflows, contributing to consistency and efficiency in handling similar types of requests.
Service request model initiation and control refers to starting and managing the model, but the categorization determines which model is appropriate.
Ad hoc fulfilment control and fulfilment review occur after the model has been selected.


NEW QUESTION # 101
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