ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL PRACTICE DUMPS MATERIALS: ITIL 4 SPECIALIST: MONITOR, SUPPORT, FULFIL EXAM - ITIL-4-SPECIALIST-MONITOR-SUPPORT-FULFIL STUDY GUIDE - LATESTCRAM

ITIL-4-Specialist-Monitor-Support-Fulfil Practice Dumps Materials: ITIL 4 Specialist: Monitor, Support, Fulfil Exam - ITIL-4-Specialist-Monitor-Support-Fulfil Study Guide - LatestCram

ITIL-4-Specialist-Monitor-Support-Fulfil Practice Dumps Materials: ITIL 4 Specialist: Monitor, Support, Fulfil Exam - ITIL-4-Specialist-Monitor-Support-Fulfil Study Guide - LatestCram

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q161-Q166):

NEW QUESTION # 161
An organization is improving its service desk practice.
How should the organization use the guiding principle 'start where you are'?

  • A. Establish a clear communication channel but use the procedures that are currently available.
  • B. Standardize operations and automate processes where possible
  • C. Gradually Implement new service desk channels and loots
  • D. Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations

Answer: A

Explanation:
The ITIL 4 guiding principle "Start Where You Are" emphasizes leveraging existing resources, processes, and capabilities before introducing new ones. When an organization is improving its Service Desk practice, it should assess what is already working and build upon those foundations rather than starting from scratch.
Establish a Clear Communication Channel but Use the Procedures that are Currently Available (Answer C - Correct): In line with the "Start Where You Are" principle, the organization should first assess and improve the current communication channels rather than immediately replacing them. By using the existing procedures that have proven effective, the organization can introduce improvements without disrupting ongoing operations. This gradual and practical approach ensures that any enhancements are made with a clear understanding of what is already in place.
Standardize Operations and Automate Processes (Answer A - Incorrect): While standardizing and automating are essential for operational efficiency, they should not be the first step. ITIL advises assessing current practices before automating, especially if there are already useful procedures in place.
Identify Metrics Demonstrating the Service Desk Role (Answer B - Incorrect): Identifying metrics is important for performance measurement but is not directly related to the "Start Where You Are" principle, which focuses more on leveraging existing resources and practices.
Gradually Implement New Service Desk Channels and Tools (Answer D - Incorrect): While gradual implementation of new tools aligns with the "Progress Iteratively with Feedback" principle, it is not directly related to the "Start Where You Are" principle, which emphasizes making the most of existing processes before introducing new ones.
ITIL 4 Reference:
Guiding Principle: Start Where You Are: Focuses on utilizing and improving existing processes before introducing new tools or channels.
Service Desk Practice: The service desk plays a crucial role in maintaining effective communication with users, and improvements should be based on the evaluation of current systems.


NEW QUESTION # 162
Which activity of the 'user query handling' process will result in the service desk agent resolving the query at first line?

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

Answer: B

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 # 163
What is a part of the service desk manager role?

  • A. Creating and maintaining a healthy work culture
  • B. Triaging user queries
  • C. Providing software tools for service desk
  • D. Acknowledging user queries

Answer: A

Explanation:
The role of a service desk manager goes beyond operational tasks and includes ensuring that the team works in a positive and productive environment. Maintaining a healthy work culture is essential for motivating staff, reducing burnout, and improving overall service desk performance. This aligns with ITIL's focus on managing people, roles, and responsibilities to deliver quality service.


NEW QUESTION # 164
An organization is designing a value stream for communicating planned outages to users.
Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

  • A. Create a 'to be value stream map
  • B. Define the purpose of the value stream
  • C. Using the 'to be' value stream map to plan improvements
  • D. Do the service value stream walk

Answer: A

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 # 165
How can partners and suppliers support the monitoring and event management practice?

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

Answer: A

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 # 166
......

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