Summer Sale Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: ecus65

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

How is service configuration management system used for incident handlingand resolution?

A.

It helps to detect incidents

B.

It supports Incident classification

C.

It helps to manage modem records

D.

It supports collection of user's feedback

Which of the following BEST describes a service request?

A.

A set of details about service requests which is made available to users

B.

A standardized approach to the fulfilment of a service request type

C.

A request from a user to initiate an agreed service action

D.

A required functional component of the service request management practice

An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?

A.

Level 1

B.

Level 2

C.

Level 3

D.

Level 4

Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?

A.

Level 1

B.

Level 2

C.

Level 3

D.

Level 4

Why is the monitoring provided by default for a configuration item not always right for a specific organization?

A.

Because it does not ensure that the component is operating optimally

B.

Because it does not assist operations staff in managing the object

C.

Because it does not ensure that value is being created for the organization

D.

Because many components do not come with default monitoring capability

The monitoring and event management practice includes rules for event filtering and categorization. In which dimension of service management are these rules established?

A.

Value Streams and Processes

B.

Information and Technology

C.

Organization and People

D.

Partners and Suppliers

Which of the following is NOT a benefit of the 'incident management' practice?

A.

Fulfilment of the SLAs with service consumers

B.

Reduced knowledge capture and reuse

C.

Higher client and employee satisfaction

D.

Reduced losses caused by IT service unavailability

Although many events are captured and processed automatically, some require a human response. Which software tools are MOST important for effective joint work of IT teams responding to events?

A.

Service configuration management tools

B.

Knowledge management tools

C.

Workflow management and collaboration tools

D.

Analysis and reporting tools

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

A.

Consulting services from a third party that specializes in swarming

B.

Formal definition of the role for the problem manager

C.

Delegation of swarming management to a problem coordinator

D.

Linking problem records to incident records

What competency is the MOST important when performing the activity 'event logging'?

A.

Coordinator/communicator

B.

Leader

C.

Technical expert

D.

Methods and techniques expert