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ITIL ITIL-4-Specialist-Monitor-Support-Fulfil - ITIL 4 Specialist: Monitor, Support, FulfilExam

What is NOT a potential reason for registering an incident?

A.

The customer is unhappy with the service level agreement

B.

Users perceiving the situation as abnormal

C.

Service level agreement is breached

D.

A specialist thinks that the service is not operating normally

An organization is having Issues with their incident management practice, it wants toaddress the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals.

Which of thefollowing statements a CORRECT?

A.

Teams that share responsibility cannot have only one person that sees an Incident through to resolution

B.

Teams that share responsibility should celebrate heroes and should nut slime successes awl failures

C.

Teams that share responsibility should be encouraged to engage experienced people in the process

D.

Teams that share responsibility should bounce incidents between them and other teams

What practice enables the early detection of incidents?

A.

Monitoring and event management

B.

Problem management

C.

Service request management

D.

Knowledge management

Why should a service provider organization identify and understand problems and their impact on services?

A.

Because problem resolution may require significant resources

B.

To ensure problems are continually managed until resolved

C.

Because problems may cause incidents and affect service quality

D.

To ensure that known errors are closed quickly

Which process reviews tools are available for data analysis?

A.

Monitoring planning

B.

Event handling

C.

Monitoring and event management review

D.

Establishing and maintaining approaches

What can be used to help the service provider assess user experience of a user service?

A.

An event correlation

B.

A rule set

C.

A health model

D.

A monitoring action plan

Which is a practice success factor for the service desk practice?

A.

Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users

B.

Overcoming the challenge of the limited scalability or voice and video cell channels

C.

Enabling and continually Improving effective, efficient, and convenient communications between the

Service desk and its staff

D.

Ensuring that multichannel communication is used and improved wherever possible

Which of the following is the BEST description of practice capability level 3?

A.

The practice is performed as initial or intuitive

B.

The practice systematically achieves its purpose through a basic set of activities

C.

The practice is well defined and achieves its purpose in an organized way

D.

The practice is continually improving organizational capabilities associated with its purpose

Which of the following is NOT an area to consider for creating a common language in the multi-vendor environment?

A.

Salary agreements

B.

Rules for data exchange

C.

Software tools

D.

Processes

Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?

A.

Time between incident detection and acceptance for diagnosis

B.

User satisfaction with incident handling and resolution

C.

Percentage of incidents resolved before being reported by users

D.

Percentage of incidents detected via monitoring and event management