2025 ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL: ITIL 4 SPECIALIST: MONITOR, SUPPORT, FULFIL EXAM–HIGH-QUALITY TRUSTWORTHY PDF

2025 ITIL-4-Specialist-Monitor-Support-Fulfil: ITIL 4 Specialist: Monitor, Support, Fulfil Exam–High-quality Trustworthy Pdf

2025 ITIL-4-Specialist-Monitor-Support-Fulfil: ITIL 4 Specialist: Monitor, Support, Fulfil Exam–High-quality Trustworthy Pdf

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q116-Q121):

NEW QUESTION # 116
A service provider wants to separate records for problems under investigation and for known errors.
Which software tools will help to achieve this?

  • A. Service configuration management tools
  • B. Workflow management and collaboration tools
  • C. Knowledge management loots
  • D. Monitoring and event management tools

Answer: B

Explanation:
Workflow management and collaboration tools are used to track and manage the different statuses of problems, including problems under investigation and known errors. These tools help ensure that problems and known errors are handled using predefined workflows, allowing for clear separation of records. This also ensures that problems are moved through the correct processes until they are either resolved or logged as known errors.
Monitoring and event management tools track events and incidents but are not specifically designed for managing problem records.
Knowledge management tools store and provide access to information but do not manage workflows.
Service configuration management tools manage the configuration of services and assets, but they do not directly manage problem and known error records.


NEW QUESTION # 117
How can a service desk agent recognize and understand the experience of a user?

  • A. Apply service empathy
  • B. Create a moment of truth
  • C. Effectively and efficiently triage the user query
  • D. Utilize omnichannel communication

Answer: A

Explanation:
Service empathy is the practice of recognizing and understanding a user's experience by considering their emotions and expectations. A service desk agent can apply service empathy to better handle user queries and provide a more personalized and effective resolution to incidents. This empathetic approach ensures a better understanding of the user's challenges and enhances overall service satisfaction.


NEW QUESTION # 118
Which activity is part of the 'service request review and optimization' process?

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

Answer: B

Explanation:
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.


NEW QUESTION # 119
How can partners and suppliers support the service desk practice?

  • A. By mandating that all users utilize self-help portals
  • B. By providing trained resources to work in service desk teams
  • C. By reducing the amount of automation used by the service desk
  • D. By reducing the need to customize the IT services

Answer: B

Explanation:
Partners and suppliers can play an important role in supporting the service desk practice by providing trained resources to work alongside internal teams. This is particularly useful in situations where specialized knowledge or additional staffing is required to handle user requests efficiently. By integrating trained external resources into the service desk, organizations can enhance their capacity and expertise, leading to better service delivery.
Providing Trained Resources: Suppliers can augment the capabilities of the service desk by contributing skilled personnel who are familiar with the tools, processes, and services being offered.
Option C ("By providing trained resources to work in service desk teams") is the correct answer as it reflects how partners and suppliers can directly support service operations.
Incorrect Options:
Option A: Mandating self-help portals doesn't require supplier involvement.
Option B: Reducing automation is counterproductive to efficient service desk operations.
Option D: Reducing customization of IT services isn't directly related to service desk support.


NEW QUESTION # 120
In which step of the 'incident handling and resolution' process will a change be initiated?

  • A. Incident resolution
  • B. Incident closure
  • C. Incident diagnosis
  • D. Incident registration

Answer: A

Explanation:
During the incident resolution step of the incident handling process, it may become clear that a change is needed to resolve the underlying issue permanently. This is where the connection between Incident Management and Change Enablement occurs. For instance, if the resolution of the incident requires a modification to the system, a change request is initiated to implement this solution, ensuring the problem does not recur.


NEW QUESTION # 121
......

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