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ITIL-4-Specialist-Monitor-Support-Fulfil Pass-Sure Dumps & ITIL-4-Specialist-Monitor-Support-Fulfil Exam Dumps & ITIL-4-Specialist-Monitor-Support-Fulfil Exam Simulator

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q53-Q58):

NEW QUESTION # 53
What will MOST help a service provider to adopt swarming to support their problem management practice?

A. Delegation of swarming management to a problem coordinator
B. Consulting services from a third party that specializes in swarming
C. Linking problem records to incident records
D. Formal definition of the role for the problem manager

Answer: B

Explanation:
Adopting a new approach like swarming can be challenging, especially if the service provider has limited experience with it. Consulting services from experts who specialize in swarming can provide valuable guidance and support, including:
Understanding the swarming approach: Consultants can help the service provider understand the principles, benefits, and challenges of swarming.
Adapting swarming to the organization: Consultants can help tailor the swarming approach to the specific context of the service provider's problem management practice and organizational culture.
Implementing swarming effectively: Consultants can provide guidance on best practices for implementing swarming, including tools, processes, and communication strategies.
Overcoming challenges: Consultants can help the service provider anticipate and address potential challenges during the adoption and implementation of swarming.
While other options might be helpful, they are not as directly impactful in supporting the adoption of swarming:
B . Formal definition of the role for the problem manager: While a clear role definition is important, it doesn't directly address the challenges of adopting a new approach like swarming.
C . Delegation of swarming management to a problem coordinator: This might be part of the swarming implementation, but it doesn't provide the expertise and guidance that consultants can offer.
D . Linking problem records to incident records: This is good practice in problem management but doesn't directly relate to adopting swarming

NEW QUESTION # 54
A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

A. Integration with incident management records
B. Separation of problem control and error control
C. Integration with knowledge bases
D. Practice measurement and reporting

Answer: A

Explanation:
For proactive problem identification, the ability to correlate and analyze data from incident management records is crucial. By integrating problem management tools with incident management, the organization can detect patterns of recurring incidents, helping identify potential problems before they escalate. Automation capabilities that link these two practices will allow the service provider to enhance its proactive problem management capabilities, focusing on long-term solutions to reduce incident occurrence.

NEW QUESTION # 55
Which activity of the 'user query handling' process will result in the service desk agent resolving the query at first line?

A. Validate the user query
B. Informal ion packaging
C. Triage the user query and inmate the appropriate activities
D. Acknowledge and record the user query

Answer: C

Explanation:
In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams.
Acknowledging and recording the query is an important step but does not lead directly to resolution.
Information packaging typically refers to preparing information for the user, often following resolution.
Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.

NEW QUESTION # 56
When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A. Monitoring and event management tools
B. Social media
C. Analysis and reporting tools
D. Publishing tools

Answer: A

NEW QUESTION # 57
What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?

A. Policies and regulatory requirements
B. Service catalogue
C. User survey results
D. IT asset information

Answer: C

Explanation:
The 'request fulfilment control' process involves tracking and managing the lifecycle of service requests, ensuring that they are fulfilled according to agreed service levels. Part of this process involves gathering feedback, often in the form of user survey results, which provide valuable insights into user satisfaction and the quality of service fulfillment.
User Survey Results: These results are critical for the 'service request review and optimization' process as they provide feedback that helps identify areas for improvement. Regular review of user feedback enables service providers to refine and optimize their request handling processes.
Option B ("User survey results") is the correct answer because feedback from users is a direct input that helps assess the performance and efficiency of the service request process, enabling continual improvement.
Incorrect Options:
Option A: Policies and regulatory requirements influence compliance but are not direct outputs of request fulfillment.
Option C: IT asset information relates more to asset management.
Option D: The service catalogue helps define available services but is not a primary output of request fulfillment.

NEW QUESTION # 58
......

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