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

Which activity of the ‘service desk optimization’ process ensures that change request are raised where necessary?

A.

Service desk improvement communication

B.

service desk review

C.

Triage the user query and initiate the appropriate activities

D.

Service desk improvement Initiation

What should a service provider do when human resources to establish problem modes are not available?

A.

Consider using a third-party consulting service to help develop problem models

B.

Postphone problem management activities until the resources are available

C.

Delegate creation or problem models to a problem coordinator

D.

Create a single problem model to be used for managing all problems

An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?

A.

Identification of the scope of the service value stream analysis

B.

Definition of the purpose of the service value stream

C.

Walkthrough of the service value stream steps

D.

Creation of the 'to be' service value stream map

Which is a practice success factorof the problem management practice?

A.

Proactive problem identification

B.

Reactive problem identification

C.

Problem control

D.

Optimizing problem resolution and mitigation

Which of the following is a practice success factor for the 'service desk' practice?

A.

Including service desk communication in every value stream

B.

Ensuring that multichannel communication is used and improved wherever possible

C.

Enabling the effective integration of user communications into value streams

D.

Overcoming the challenges associated with using web portals

Which two fields are typically included when a problem record is created?

1. Investigation results

2. Problem solution

3. Associated configuration items

4. Affected services

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

An organization is designing a value stream for restoring service to users.

At which step in valuestream 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 capability criteria supports the practice success factor of 'continually improving incident management'?

A.

The competencies required to resolve incidents are identified and skilled human resources are available

B.

The incident management approach is integrated with other standards and approaches adopted by the organization

C.

The effectiveness of incident resolution is regularly reviewed and continually improved

D.

Information about detected incidents is traced and managed in an integrated information system

A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How can automation of problem management support the team in this situation?

A.

By supporting automated correlation of incidents

B.

By supporting the problem management metrics

C.

By supporting problem diagnosis with machine learning

D.

By supporting integration with change records