Peoplecert ITIL 4 Specialist Monitor Support Fulfil ITIL 4 Specialist: Monitor, Support, Fulfil Exam Online Training
Peoplecert ITIL 4 Specialist Monitor Support Fulfil Online Training
The questions for ITIL 4 Specialist Monitor Support Fulfil were last updated at Apr 08,2025.
- Exam Code: ITIL 4 Specialist Monitor Support Fulfil
- Exam Name: ITIL 4 Specialist: Monitor, Support, Fulfil Exam
- Certification Provider: Peoplecert
- Latest update: Apr 08,2025
How can partners and suppliers support the service desk practice?
- A . By providing change enablement tools
- B . By providing trained resources to work in service desk teams
- C . By outsourcing the development of II services
- D . By providing consultancy on how to customize the IT services
Which of the following describes the purpose of the service desk practice desk practice?
- A . To ensure that the demand tor incident resolution and service requests is captured
- B . To minimize the negative impact of incidents by restoring normal service operation as quickly possible
- C . To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
- D . To systematically observe services and service components, and record and report selected changes of state
Which of the following automation tolls will help to integrate service desk with other practice in the service provider’s value streams?
- A . Survey tools
- B . Workflow management tools
- C . Reporting tools
- D . Work prioritization tools
An organization is designing a value stream for restoring service to users.
At which step in value stream mapping should the user touchpoints be identified?
- A . Identify the scope of the values stream analysis
- B . Reflect on the value stream map
- C . Create a ‘to be’ value stream map
- D . Define the purpose of the value stream from the business standpoint
Which of the following is an input to the ‘user query handling’ process?
- A . Improvement initiatives
- B . Categorized user queries
- C . Recorded and categorized user queries
- D . Guidelines and procedures for triage
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 . Using the ‘to be’ value stream map to plan improvements
- B . Define the purpose of the value stream
- C . Create a ‘to be value stream map
- D . Do the service value stream walk
An organization is improving its service desk practice.
How should the organization use the guiding principle ‘start where you are’?
- A . Standardize operations and automate processes where possible
- B . Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations
- C . Establish a clear communication channel but use the procedures that are currently available.
- D . Gradually Implement new service desk channels and loots
What is part of the service desk agent role?
- A . Planning the capacity and performance of the service desk team
- B . Ensuring the workload balance between the service desk activities and involvement in other practices
- C . Triaging user queries end taking appropriate action
- D . Creating and maintaining a healthy work culture
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 . Informal ion packaging
- C . Triage the user query and inmate the appropriate activities
- D . Validate the user query
Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?
- A . Service request procedures are automated
- B . Service request fulfilment is performed in line with the agreed procedures
- C . Service request procedures are optimized
- D . Service requests ere fulfilled according to user satisfaction
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