ITIL-4-Specialist-Monitor-Support-Fulfil exam dumps

1. PEOPLECERT PEOPLECERT ITIL-4- Specialist-Monitor-Support- Fulfil ITIL 4 Specialist: Monitor, Support, Fulfil Exam Questions & Answers (Demo Version - Limited Content) Thank you for Downloading-PEOPLECERT ITIL-4-Specialist-Monitor-Support-Fulfil Exam PDF Demo Get Full File: https://www.certifiedumps.com/peoplecert/itil-4-specialist-monitor-support-fulfil-dumps.html

2. Questions & Answers PDF Page 2 Question: 1 What is NOT a main characteristic of a service request? A. A service request leads to a normal change B. C. A service request is acted on by the service provider D. A service request leads to an agreed service outcome A service request is initiated by a user or user representative Answer: A Explanation: A normal change is not a usual characteristic of a service request. “… service requests may initiate changes, which are usually standard changes but can sometimes be a normal change.” Request Management Practice Guide Ref 2.2 Service Question: 2 In the context of 'Validate the user query', what is an important action taken by automated systems? A. Directly contacting the user for additional information B. Offering financial incentives to users for self-service C. Automatically resolving all types of user queries D. Validating the user's identity and query relevance Answer: D Explanation: Validate the user query: When self-service tools are employed to query, some aspects of the query validation become automatic. Automated validations of the user and the query can be built into the user journey to enhance and customize it and to prevent questions and option which are not relevant for the user. Ref 3.1.1, Table 3.2 Service Desk Practice Guide Question: 3 Which is a challenge of the monitoring and event management practice in a modern IT environment? A. Lack of data B. Lack of availability of monitoring tools C. Service value streams D. Volume of data Answer: D Explanation: Volume of data “The main challenge of the modern monitoring and event management practice is not lack of data but the volume of data that monitoring must deal with.” Ref 2.4.1 Monitoring and Event Management Practice Guide www.certifiedumps.com

3. Questions & Answers PDF Page 3 Question: 4 A service provider supports an international customer organization with users in many countries. The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective? A. It should offer a flexible measurement and reporting capability B. C. It should allow for a flexible and affordable super-user role D. It should support creation and use of service request models It should offer convenient self-help capabilities Answer: D Explanation: It should support creation and use of service request models: Consistency and quality of request fulfilment is ensured by service request models, and they should be supported by the system: “Include the request models Service requests follow a predefined model which includes activities, information flow, controls, and communications. The automation system should allow for the creation, testing, and use of such models.” Ref 5.2.1 Service Request Management Practice Guide Question: 5 What is the CORRECT description of a known error? A. A problem that has been analysed but has not been resolved B. An error which may cause, or has already caused, one or more incidents C. A repeatable approach to the management of a particular type of problem D. A solution that reduces or eliminates the impact of one or more incidents Answer: A Explanation: Definition: Known error: A problem that has been analysed but has not been resolved. Ref 2.2.2 Problem Management Practice Guide Question: 6 Which activity of the ‘service desk optimization’ process considers information about major incidents and disasters? A. B. C. Service desk improvement communication D. Service desk improvement initiation Triage the user query and initiate the appropriate activities Service desk review www.certifiedumps.com

4. Questions & Answers PDF Page 4 Answer: B Explanation: The ‘service desk review’ activity ensures that the reviews are conducted regularly (usually, monthly or quarterly), or as a reaction to significant events, such as service desk performance deviations, organizational changes, major incidents, or disasters. Ref tab 3.6 Service Desk Practice Guide Question: 7 How can partners and suppliers support the ‘service desk’ practice? A. By providing problem management tools B. By outsourcing the development of IT services C. By advising on how to build the team and implement an information system D. By reducing the need to customize the IT services Answer: C Explanation: By advising on how to build the team and implement an information system: “Specialized suppliers who have developed expertise in service desk can help to establish and develop the practice, to build the team, implement an information system. This is often the first step in developing a service value system, and there are many ITSM consulting and automation specialists offering their help.” Ref 6. Partners and suppliers, All Practices By reducing the need to customize the IT services: Utilizing partners and suppliers does not affect the level of customization of IT services. When suppliers provision tools it is important to ensure that the tools used ensure effective integration of practices into service value streams and effective capturing and use of knowledge across the service provider. Ref 6. Partners and suppliers, All Practices By providing problem management tools: Problem management tools will support problem management. When suppliers provision tools it is important to ensure that the tools used ensure effective integration of practices into service value streams and effective capturing and use of knowledge across the service provider. Ref 6. Partners and suppliers, Problem Management By outsourcing the development of IT services: The service desk must still support the services regardless of who develops them. When suppliers provision tools it is important to ensure that the tools used ensure effective integration of practices into service value streams and effective capturing and use of knowledge across the service provider. Ref 6. Partners and suppliers, All Practices Question: 8 Which of the following is NOT a factor that influences the validity of the assessment results in an ITIL maturity assessment? A. The independence of the assessment. B. The marketing strategies of the organization. C. The scope of the assessment. www.certifiedumps.com

5. Questions & Answers PDF Page 5 D. Adherence to the recommended assessment process. Answer: B Explanation: There are multiple purposes for carrying out a maturity assessment. The applicability of these purposes and the validity of the assessment results are subject to the assessment’s scope, independence, and adherence to the recommended assessment process. Ref 7.1 Service Request Management Practice Guide Question: 9 The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident management value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste? A. Map the activities and the information flows B. Do the service value stream walk C. Identify the scope of the value stream analysis D. Reflect on the value stream map Answer: D Explanation: Reflecting on the value stream map is the BEST step for analysing information to find waste.” 4. Reflect on the value stream map (VSM) Identify factors that might not have been entirely apparent at first. The information collected is used at this step to find the waste.” Ref 3.2.3.1 All Pracitces Do the service value stream walk: Waste is identified after the value stream walk (step 3).” 4. Reflect on the value stream map (VSM) Identify factors that might not have been entirely apparent at first. The information collected is used at this step to find the waste.” Ref 3.2.3.1 All Pracitces Identify the scope of the value stream analysis: Waste is identified after identifying the scope of the value stream analysis (step 1).” 4. Reflect on the value stream map (VSM) Identify factors that might not have been entirely apparent at first. The information collected is used at this step to find the waste.” Ref 3.2.3.1 All Pracitces Map the activities and the information flows: Waste is identified after mapping the activities and information flows as part of the service value stream walk (step 3).” 4. Reflect on the value stream map (VSM) Identify factors that might not have been entirely apparent at first. The information collected is used at this step to find the waste.” Ref 3.2.3.1 All Pracitces Question: 10 What TWO requirements are important when selecting a third-party tool to support problem management? www.certifiedumps.com

6. Questions & Answers PDF Page 6 1. Cross team collaboration 2. Changeable impact or categorization 3. Known error records not the same as problem records 4. Problems automatically closed when related incidents are closed A. B. C. D. 3 and 4 1 and 2 2 and 3 4 and 1 Answer: B Explanation: “It is important to ensure that specific requirements such as the aggregation of problem information from different sources, cross-team collaboration, or changeable impact and categorization, are met by the software tools.” Ref 6. Problem Management Practice Guide Question: 11 Identify the activity that is repeated in both Proactive and Reactive problem identification processes. A. Problem solution development B. Problem closure C. Problem registration D. Incident solutions Answer: C Explanation: www.certifiedumps.com

7. Questions & Answers PDF Page 7 Ref 3.1 , Figure 3.1, 3.2 Problem Management Practice Guide Question: 12 How do defined standard interfaces facilitate the integration of third parties into an organization's ecosystem? A. By creating a common language and rules for data exchange B. They determine how third parties are integrated into service request fulfillment. C. By ensuring effective collaboration and integration D. By isolating the organization's processes from third parties Answer: A Explanation: Defined standard interfaces may become an easy way to communicate conditions and requirements for a supplier to become a part of the organization’s ecosystem. The description of such interfaces may include rules of data exchange, tools, and processes that will create a common language in a multi- vendor environment. Ref 6.1 Service Request Management Practice Guide Question: 13 An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling? A. Create processes with detailed procedures for handling all incidents B. Implement horizontal team structure and encourage collaboration C. Create a hierarchical structure of incident resolution teams D. Create separate teams with clear boundaries to handle specific types of incident www.certifiedumps.com

8. Questions & Answers PDF Page 8 Answer: B Explanation: Implement horizontal team structure and encourage collaboration: Horizontal team structures are encouraged. “The expansion of Agile methods and evolution of IT systems (such as self-healing systems) call for the wider use of horizontal team structures, rather than hierarchical team structures.” Ref 4.2.1 Incident Management Practice Guide Question: 14 What is one of the key pieces of information that should be recorded during incident management? A. The number of incident tickets per week B. The date of the incident C. The color of the impacted user's computer D. The last known time of correct operation before the symptoms began Answer: D Explanation: Details of incidents are the most important pieces of information. These usually include: • sources of information • a reference to the product, service, or CI that is failing or performing below standard • the impacted users or services • the symptoms of the poor performance • when the symptoms are observed • the last known time of correct operation before the symptoms began • whether an automatic fix was applied (and if not, the reason) • the location, both geographic and virtual • the nature and extent of the impact on normal operations • similar systems which might be affected by the poor performance and are currently operating normally • the sequence of events leading up to the observation of the symptom. Ref 5.1 Incident Management Practice Guide Question: 15 www.certifiedumps.com

9. Questions & Answers PDF Page 9 Which of the following is NOT an area to consider for creating a common language in the multivendor environment? A. Software tools B. Salary agreements C. D. Processes Rules for data exchange Answer: B Explanation: Salary agreements: The guidance does not mention salary agreements ‘and’ there is nothing to link salary agreements to the specifics of common language in multi-vendor environments. Ref 6 All Practices Rules for data exchange should be considered. “Defined standard interfaces may become an easy way to communicate the necessary conditions and requirements for a supplier to become a part of the organization’s ecosystem. Such interface description may include rules of data exchange, tools, and processes that will create a common language in the multi- vendor environment.” Ref 6 All Practices Software tools should be considered. “Defined standard interfaces may become an easy way to communicate the necessary conditions and requirements for a supplier to become a part of the organization’s ecosystem. Such interface description may include rules of data exchange, tools, and processes that will create a common language in the multi- vendor environment.” Ref 6 All Practices Processes should be considered. “Defined standard interfaces may become an easy way to communicate the necessary conditions and requirements for a supplier to become a part of the organization’s ecosystem. Such interface description may include rules of data exchange, tools, and processes that will create a common language in the multi- vendor environment.” Ref 6 All Practices Question: 16 Which of the following is NOT information needed by the incident management practice? A. Architecture and design of services B. Partners and suppliers, including contract and SLA information on the services they provide C. The number of employees in the organization D. Policies and requirements which regulate service provision Answer: C Explanation: This includes, but is not limited to, information about: • customers and users • architecture and design of services • partners and suppliers, including contract and SLA information on the services they provide www.certifiedumps.com

10. Questions & Answers PDF Page 10 • policies and requirements which regulate service provision • stakeholder satisfaction with the practice. Ref 5.1 Incident Management Practice Guide Question: 17 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. Gradually implement new service desk channels and tools C. Establish a clear communication channel but use the procedures that are currently available D. Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations Answer: C Explanation: The guiding principle "start where you are" emphasizes beginning improvements with the existing procedures and resources, ensuring that no queries are lost while gradually enhancing the system. It is more beneficial to maintain a functional communication interface even if some procedures are not yet perfected. Ref. 8.1 Service Desk Practice Guide Question: 18 Which of the following roles can formally close an incident in the incident handling and resolution process? A. Service owner B. Customer C. D. User Supplier Answer: A Explanation: Service owner can formally close an incident in the incident handling and resolution process. “This can be done by the product owner, service owner, incident manager, or service desk agent, depending on the agreed incident model.” Ref 3.1.1. tab 3.2 Incident Management Practice Guide Question: 19 What is a capability criterion for the service request management practice that is related to the ‘organizations and people’ dimension of service management? www.certifiedumps.com

11. Questions & Answers PDF Page 11 A. Communication solutions needed to fulfil service requests have been implemented B. Third-party services needed to fulfil service requests are available C. Service request fulfilment procedures are monitored to show their effectiveness D. Qualified human resources are available to manage service requests Answer: D Explanation: Qualified human resources are available to manage service requests: “Criterion: The competencies required to fulfil and manage service requests are identified, and qualified human resources are available. Dimension: Organizations and people.” Ref 7.1, tab 7.1 Service Request Management Practice Guide Question: 20 In the context of organizations with legacy systems not inherently designed for monitoring, what is the primary focus to enhance their event management capabilities? A. To avoid investing in monitoring and event management improvements due to the legacy nature of the systems. B. To rely exclusively on the built-in tools available within the legacy systems, even if they are inadequate. C. To implement specialized monitoring tools and add-ons, or adopt manual event management practices, to improve detection and response. D. To focus solely on manual monitoring methods, disregarding the potential benefits of automated tools. Answer: C Explanation: Organizations with many legacy systems which were not designed for monitoring must focus on implementing specialized monitoring and event management tools and add-ons, or even on manual monitoring and event management. Ref 2.4.3 Monitoring and Event Management Practice Guide Question: 21 How can partners and suppliers support the monitoring and event management practice? A. By avoiding the integration of extensive event generation capabilities in their product’s operating system B. By providing monitoring and event management capabilities in their technology products C. By supporting services are described in the ITIL practice guides for supplier management and service level management. D. By discouraging the detection and management of changes in state within their products Answer: B Explanation: www.certifiedumps.com

12. Questions & Answers PDF Page 12 Performing monitoring and event management activities Some suppliers specialize in providing monitoring and event management services for a range of service components across multiple environments (for example in-house, outsourced, and cloud). Ref.6 Monitoring and Event Management Practice Guide Question: 22 What factor influences the decision to outsource the service desk? A. The type of service relationship between the service provider and service consumer B. The number of value streams that involve the service desk C. The experience and satisfaction of the service desk agents D. Service desk organization model Answer: A Explanation: The type of service relationship between the service provider and service consumer: The applicability and success of outsourcing the service desk “depends on many factors, including: ... Type of service relationships between the service provider and the service consumer(s).” Ref 6, Ref 2.4.1 Service Desk Practice Guide The experience and satisfaction of the service desk agents: It is the user experience and satisfaction that is important not the service desk agent satisfaction. The applicability and success of outsourcing the service desk “depends on many factors, including: ... Type of service relationships between the service provider and the service consumer(s).” Ref 6, Ref 2.4.1 Service Desk Practice Guide Service desk organization model: All service desk organizational models can be outsourced. The applicability and success of outsourcing the service desk “depends on many factors, including: ... Type of service relationships between the service provider and the service consumer(s).” Ref 6, Ref 2.4.1 Service Desk Practice Guide The number of value streams that involve the service desk: It is the formalization of value streams that is important not the number of value streams. The applicability and success of outsourcing the service desk “depends on many factors, including: ... Type of service relationships between the service provider and the service consumer(s).” Ref 6, Ref 2.4.1 Service Desk Practice Guide Question: 23 What factor influences the decision to outsource the service desk? A. The experience and satisfaction of the service desk agents B. Level of automation of the service desk activities C. The number of user touchpoints D. The role of the service desk manager www.certifiedumps.com

13. Questions & Answers PDF Page 13 Answer: B Explanation: The applicability and success of this approach depend on many factors, including: • Type of service relationships between the service provider and the service consumer(s) • Level of customization of the IT services • Formalization of the service value streams and touchpoints • Importance of the user experience and satisfaction • Level of automation of the service desk activities • Sensitivity of the information exchanged between the users and the service provider. Ref 6 Service Desk Practice Guide Question: 24 Which of the following is NOT a key metric for assessing PSF "Establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them" in the monitoring and event management practice according to ITIL guidelines? A. Percentage of recommendations of the approach that are not followed B. Satisfaction of the stakeholders with the monitoring and event management approach C. Number and impact of event communications ‘noise’ D. Adherence of the organization to the monitoring and event management approach Answer: C Explanation: Establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them: • Satisfaction of the stakeholders with monitoring and event management approach • Adherence of the organization to the approach • Percentage of the recommendations/requirements of the approach that are not followed or found unrealistic Ref 2.5, Table 2.3 Monitoring and Event Management Practice Guide Question: 25 A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. www.certifiedumps.com

14. Questions & Answers PDF Page 14 After the problem has been investigated the service provider discovers that there is likely to be a very serious impact on many different services and customers. Which person in the organization is MOST LIKELY to take ownership of communicating this known error? A. A problem coordinator who understands how to log, manage, and close problems B. A service owner who understands the service architecture and how the components are configured C. A dedicated problem manager who works in a senior role to coordinate resources for complex issues D. A technical specialist who understands how the servers work and how they can be repaired and upgraded Answer: C Explanation: A dedicated problem manager who works in a senior role to coordinate resources for complex issues: “This role is usually responsible for… coordinating known error monitoring and review.” “Known error communication… Understanding of stakeholders and responsibilities.” Ref 4.1.1, Ref 4.1.2, tab 4.2 Problem Management Practice Guide A service owner who understands the service architecture and how the components are configured: There is likely to be an impact on many different services and we have not been told that this service owner is familiar with other services or their stakeholders. Ref 4.1.2, tab 4.2 Problem Management Practice Guide A problem coordinator who understands how to log, manage, and close problems: “The problem coordinator focuses on routine problem management activities.” Ref 4.1.2 Problem Management Practice Guide A technical specialist who understands how the servers work and how they can be repaired and upgraded: We have not been told that this technical specialist knows the stakeholders, or the communication tools and procedures. Guide Ref 4.1.1, Ref 4.1.2, tab 4.2Problem Management Practice Question: 26 What is an advantage of using self-service tools in the 'Triage the user query' activity? A. Limiting the service offerings available B. Reducing the need for human interaction C. Increasing the service desk's workload D. Complicating the user experience Answer: B Explanation: Triage the user query and initiate the appropriate activities: Using automation, some query types can be resolved with no human interaction (for example, by suggesting a self-help guide or diagnostics steps to the user based on contextual analysis of the query) or by a minimum amount of human interaction. Ref 3.1.1, Table 3.2 Service Desk Practice Guide www.certifiedumps.com

15. Questions & Answers PDF Page 15 Question: 27 A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream. The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend? 1. Incident detection 2. Incident registration 3. Incident resolution 4. Incident closure A. B. C. D. 3 and 4 1 and 2 2 and 3 1 and 4 Answer: A Explanation: “Incident resolution… Problem management.” Ref 3.2.2, tab 3.10 “Incident closure… Problem management.” Ref 3.2.2, tab 3.10 Question: 28 Which capability criterion supports the practice success factor ‘ensuring that timely, relevant and sufficient monitoring data is available to relevant stakeholders’? A. The monitoring and event management approach is regularly reviewed and continually improved B. The key users of the monitoring and their requirements are idetified C. The responsibility for the approach to monitoring and event management is clearly defined. D. Events are usually detected immediately after they occur. Answer: B Explanation: Ensuring that monitoring data is timely, relevant, and sufficient requires a clear understanding of who the key users are and what their specific requirements entail. This criterion directly supports the practice success factor by identifying who needs the data and for what purpose, ensuring the monitoring efforts are aligned with stakeholder needs. Ref. 7.1 Monitoring and Event Management Practice Guide Question: 29 www.certifiedumps.com

16. Questions & Answers PDF Page 16 An organization has received complaints from users that the fulfilment of their service requests sometimes is not completed, and that there is little fulfilment activity outside the service desk. What is the BEST way for the organization to improve this situation? A. Optimize and automate: use automation tools to increase the efficiency of the fulfilment procedures for the service requests B. Progress iteratively with feedback: create a continual improvement plan to address the user feedback C. Focus on value: create value stream involving other service management practices and organizational teams D. Start where you are: identify the most popular service requests from service desk records, and standardize their fulfilment procedures Answer: C Explanation: Focus on value: create value stream involving other service management practices and organizational teams: “Tip: Focus on the service value stream. Comment: Fulfilment of service requests may involve other management practices… Manage the end-to-end service value stream, ensuring that the flow is seamless for both users and IT teams. ITIL Guiding Principle(s): Think and work holistically; Focus on value.” Ref 8, tab 8.1 Service Request Management Practice Guide Progress iteratively with feedback: create a continual improvement plan to address the user feedback: A continual improvement plan would not cause harm, but it would be more beneficial to directly address the issue of missing/incomplete value streams. “Tip: Focus on the service value stream. Comment: Fulfilment of service requests may involve other management practices… Manage the end-to- end service value stream, ensuring that the flow is seamless for both users and IT teams. ITIL Guiding Principle(s): Think and work holistically; Focus on value.” Ref 8, tab 8.1 Service Request Management Practice Guide Start where you are: identify the most popular service requests from service desk records, and standardize their fulfilment procedures: This answer does not specifically address the issue of missing/ incomplete value streams. “Tip: Focus on the service value stream. Comment: Fulfilment of service requests may involve other management practices… Manage the end-to-end service value stream, ensuring that the flow is seamless for both users and IT teams. ITIL Guiding Principle(s): Think and work holistically; Focus on value.” Ref 8, tab 8.1 Service Request Management Practice Guide Optimize and automate: use automation tools to increase the efficiency of the fulfilment procedures for the service requests: It would not make sense to automate procedures which have not been designed correctly. “Tip: Focus on the service value stream. Comment: Fulfilment of service requests may involve other management practices… Manage the end-to- end service value stream, ensuring that the flow is seamless for both users and IT teams. ITIL Guiding Principle(s): Think and work holistically; Focus on value.” Ref 8, tab 8.1 Service Request Management Practice Guide Question: 30 What is an example of a virtual service desk team? A. A single service desk team located adjacent to the user group www.certifiedumps.com

17. Questions & Answers PDF Page 17 B. Geographically dispersed service desk agents using common workflow tools C. Service desk agents present on various customer premises to handle walk-in queries D. Multiple service desk teams serving multiple customer groups Answer: B Explanation: Geographically dispersed service desk agents using common workflow tools: “A virtual service desk team may structurally resemble the local or distributed teams that work together; or it may be a set of individuals that work from their homes using common user query management and workflow tools.” 4.2.1.4 Service Desk Practice Guide Ref Service desk agents present on various customer premises to handle walk-in queries: This describes a concierge service. “The concierge service is an arrangement where a small number of service desk agents are present on customer premises to handle walk-in queries during business hours.” Ref 4.2.1.3 Service Desk Practice Guide A single service desk team located adjacent to the user group: This describes a local service desk team. “This organizational model works when the service desk is physically capable of managing omnichannel communication.” Ref 4.2.1.1 Service Desk Practice Guide Multiple service desk teams serving multiple customer groups: This describes a distributed service desk team. “Each geographical area of users is linked to a dedicated service desk team, and each service desk team coordinates their efforts through the application of common communication standards.” Ref 4.2.1.2 Service Desk Practice Guide Question: 31 What aspect is critically evaluated during the workflow steps evaluation (task 3c) in service request management considerations? A. Optimizing the service request management flow for business value. B. Identifying IT and business services related to the value stream. C. The step's impact on the fulfillment of a request. D. Understanding the value stream from the business's perspective. Answer: C Explanation: During the workflow steps evaluation (task 3c), evaluate the step’s impact on the fulfilment of a request. ... Ref 3.2.3.1 Service Request Management Practice Guide Question: 32 What aspect of monitoring and event management is primarily facilitated by the use of thresholds, according to the Monitoring and Event Management Practice Guide? A. Ability to take proactive actions to prevent future adverse events from occurring www.certifiedumps.com

18. Questions & Answers PDF Page 18 B. Ability to perform operational activities that are required to ensure that service components are performing ptimally C. Ability to filter the vast amount of monitoring data which can be collected through the monitoring tools D. Ability to respond appropriately to service-impacting events that have already occurred Answer: C Explanation: Ability to filter the vast amount of monitoring data which can be collected through the monitoring tools is benefit of thresholds. Thresholds play two important roles: • First, they are a way of initially filtering the vast amount of monitoring data which can be collected through the monitoring tools, reporting only those events which are significant for the management of the service or service component. Threshold values should be defined to prevent resources being overwhelmed by reports of relatively insignificant events. • Second, they provide advance warning of potential disruptions to the service or the service component. Rather than waiting for a component to fail before acting, thresholds are used to issue a warning when there are signs that a component is likely to fail if no action is taken. Thresholds should not be set too close to the point at which service is disrupted. Common practice is to set an initial warning threshold value lower or higher than the point at which disruption occurs. The exact level at which the threshold is set should strike a balance between providing ample time for resources to respond, yet not alerting them unnecessarily. Ref 2.2 Monitoring and Event Management Practice Guide Question: 33 What is a primary advantage of a distributed service desk team? A. Ability to maintain service standards while expanding the service provider's presence. B. Decreased need for common communication standards. C. Reduced need for coordination among different geographical teams. D. Increased reliance on a single communication channel. Answer: A Explanation: Ability to expand the service provider presence as the customer organization or the number of customers grows, while maintaining presence and communication standards. Service actions are an important component of any service offering; ensuring that service actions are observable is important for maintaining a positive and cooperative reputation. Ref 4.2.1.2 Service Desk Practice Guide Question: 34 Which activity of the 'user query handling' process will result in the service desk agent resolving the query at first line? www.certifiedumps.com

19. Questions & Answers PDF Page 19 A. B. C. D. Information packaging Triage the user query and initiate the appropriate activities Acknowledge and record the user query Validate the user query Answer: B Explanation: Triage involves categorizing and directing user queries to predefined value streams, which can include resolving some queries immediately at the first line by the service desk agent, if the situation permits and falls within their competence and authority. Ref. 3.1.1 Service Desk Practice Guide Question: 35 Which of the following is a CORRECT characteristic of a service request? A. It is fulfilled automatically B. It is a deviation from normal service operations C. It requires an action from the service provider D. It is initiated by a customer or customer representative Answer: C Explanation: It requires an action from the service provider: Service requests require an action from the service provider. Ref. 2.2 Service Request Management Practice Guide It is initiated by a customer or customer representative: Service requests are initiated by a user or a user representative. Ref. 2.2 Service Request Management Practice Guide It is fulfilled automatically: Service requests require an action from the service provider. Ref. 2.2 Service Request Management Practice Guide It is a deviation from normal service operations: Service request is “A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.” Ref. 2.1 Service Request Management Practice Guide Question: 36 During the validation of a user query, what is NOT a check typically performed by a service desk agent? A. Determining if the user's issue pertains to the service in question. B. Checking if the user has paid for the service. C. Confirming the user's identity. D. Ensuring the user's geographical location matches their profile. Answer: D Explanation: www.certifiedumps.com

20. Questions & Answers PDF Page 20 Validate the user query. A service desk agent can perform query validation when recording the query. There are different checks applicable to certain types of queries: • Whether the user is the person they claim to be. • Whether the user and their organization are eligible to consume the specified service. This is especially important in commercial service provision, where requested services are chargeable and may be subject to fraud. • Whether the reason for the query pertains to the service in question; is the responsibility of the service provider; is included in the agreed level of service, and so on. • Whether any protected information needs to be communicated to process the query and, if so, whether additional caller identity checks are required. Ref 3.1.1, Table 3.2 Service Desk Practice Guide Question: 37 Which of the following best describes the caution against creating Service Level Agreements (SLAs) for specific types of events rather than for the overall performance of the service? A. It ensures that the focus remains on the technical aspects of service delivery, rather than on customer satisfaction. B. It encourages the service provider to address only the most frequent types of events, ignoring less common but potentially critical issues. C. It prevents the misallocation of resources to improving responses to specific events that may not significantly enhance the overall service quality. D. It suggests that individual event responses are more critical than the comprehensive monitoring of service performance. Answer: C Explanation: It should be noted that SLAs exist to define the level of services to be delivered. SLAs are used as input to defining which events are significant and how they should be managed and reported. SLAs should not be defined for individual events. If a specific level of performance is required when managing a particular event, or if certain events need to be reported to users or customers, this should be defined as one of the parameters of that type of event linked to the originating SLA, and not as a separate ‘event SLA’. Gathering data that has accuracy and integrity in the monitoring and event management practice is critical to the work of delivering a high-quality service and a high-quality customer experience when using the service. Ref 2.4.2 Monitoring and Event Management Practice Guide Question: 38 The service management team is analysing the incident resolution value stream. Which step of the www.certifiedumps.com

21. Questions & Answers PDF Page 21 analysis is MOST LIKELY to uncover activities that serve some bureaucratic purposes but delay incident resolution? A. Evaluate the workflow steps B. Create a ‘to be’ value stream map C. Plan improvements D. Reflect on the value stream map Answer: A Explanation: Evaluating the workflow steps step of the value stream analysis IS the most likely to uncover value stream steps that serve some internal control or bureaucratic purposes but delay the incident resolution. “During the workflow steps evaluation (3c), evaluate the step’s impact on the value restoration. Special attention should be paid to steps with low business value, low performance, and availability or capacity issues. It is not unusual to find steps which serve some internal control or bureaucratic purposes but delay the incident resolution.” Ref 3.2.3.2 Incident Management Practice Guide Creating a ‘to be’ VSM step of the value stream analysis is NOT most likely to uncover value stream steps that serve some internal control or bureaucratic purposes but delay the incident resolution. “During the workflow steps evaluation (3c), evaluate the step’s impact on the value restoration. Special attention should be paid to steps with low business value, low performance, and availability or capacity issues. It is not unusual to find steps which serve some internal control or bureaucratic purposes but delay the incident resolution.” Ref 3.2.3.2 Incident Management Practice Guide Planning improvements step of the value stream analysis is NOT most likely to uncover value stream steps that serve some internal control or bureaucratic purposes but delay the incident resolution. “During the workflow steps evaluation (3c), evaluate the step’s impact on the value restoration. Special attention should be paid to steps with low business value, low performance, and availability or capacity issues. It is not unusual to find steps which serve some internal control or bureaucratic purposes but delay the incident resolution.” Ref 3.2.3.2 Incident Management Practice Guide Reflecting on the value stream map step of the value stream analysis is NOT most likely to uncover value stream steps that serve some internal control or bureaucratic purposes but delay the incident resolution. “During the workflow steps evaluation (3c), evaluate the step’s impact on the value restoration. Special attention should be paid to steps with low business value, low performance, and availability or capacity issues. It is not unusual to find steps which serve some internal control or Question: 39 What is the MAIN focus of the ‘ad hoc fulfilment control’ activity, which forms part of the ‘service request fulfilment control’ process? A. B. C. Checking that the request fulfilment was performed correctly D. Selecting the appropriate service request model Answer: A Deciding on whether to fulfil exceptions to standard service requests Enacting the procedures to fulfil the request www.certifiedumps.com

22. Questions & Answers PDF Page 22 Explanation: Selecting the appropriate service request model: This is part of the request categorization activity. “Request categorization: … The service desk agent chooses the appropriate service request model.” and “An appropriate model and set of automated procedures are chosen based on the service request characteristics.” Ref 3.1.1, tab 3.2 Service Request Management Practice Guide Checking that the request fulfilment was performed correctly: This is part of the fulfilment review activity. “Fulfilment review: Service request fulfilment is checked according to the service request model.” Ref 3.1.1, tab 3.2 Service Request Management Practice Guide Deciding on whether to fulfil exceptions to standard service requests: “Ad hoc fulfilment control: … A decision should be made about whether to act upon the exception or simply deny the service request fulfilment.” Ref 3.1.1, tab 3.2 Service Request Management Practice Guide Enacting the procedures to fulfil the request: This is part of the service request model initiation and control activity. “Service request model initiation and control: … The assigned teams follow the service request fulfilment procedures defined within the model.” and “… the system controls the flow of procedures and scripts invoked to fulfil the request.” Ref 3.1.1, tab 3.2 Service Request Management Practice Guide Question: 40 What should be considered as part of achieving capability level 2 for the service desk practice? A. Regular review of the service desk practice B. Integration in the service value streams C. Understanding of the key types of user queries D. Define and agree measurement and reporting Answer: C Explanation: Understanding of the key types of user queries: Comments for the service desk practice for level 2 include “Key types of user queries and of communications with users.” Ref tab 7.2 Service Desk Practice Guide Regular review of the service desk practice: This is required for capability level 5. Comment for the service desk practice for level 5 includes “Regular review of the practice and the service desk capability development.” Ref tab 7.2 Service Desk Practice Guide Define and agree measurement and reporting: This is required for capability level 4. Level 4 includes “Define, agree, and implement… Measurement and reporting.” Ref tab 7.2 Service Desk Practice Guide Integration in the service value streams: This is required for capability level 3. Comment for the service desk practice for level 3 includes “Integration in the service value streams.” Ref tab 7.2 Service Desk Practice Guide www.certifiedumps.com

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