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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q62-Q67):

NEW QUESTION # 62
Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?

A. Confirmation of incident resolution
B. Management of incident models
C. Management of incident lifecycle
D. Planning of improvement initiatives

Answer: C

Explanation:
In ITIL 4, the use of monitoring and event management tools extends beyond just detecting incidents. These tools can significantly enhance the management of the incident lifecycle, which includes activities from detection to resolution. By providing real-time monitoring, automated event correlation, and proactive incident detection, these tools enable more efficient tracking and management of incidents from start to finish, ensuring faster resolution and better coordination across teams.
The management of the entire incident lifecycle-from detection, diagnosis, and resolution to closure-can be optimized through automation and data provided by monitoring tools, which provide timely insights into incident status and progress.

NEW QUESTION # 63
An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?

A. Reflect on the value stream map
B. Create a 'to be' value stream map
C. Do the service value stream walk
D. Define the purpose of the value stream

Answer: C

Explanation:
A value stream in ITIL 4 refers to a series of steps an organization undertakes to create and deliver services to its consumers. When improving a value stream, organizations need to map out the steps, activities, and flows involved.
Identifying steps, activities, and information flows is part of the initial analysis of the current value stream, often referred to as the "value stream walk." This involves observing and documenting the current processes, which will later inform future improvements.
Option D ("Do the service value stream walk") is the correct answer because it involves analyzing the current state of the value stream by identifying the existing steps and information flows.
Incorrect Options:
Option A (Create a 'to be' value stream map) refers to designing a future state, which comes later in the process.
Option B (Reflect on the value stream map) happens after the current state has been mapped.
Option C (Define the purpose of the value stream) is an earlier step before mapping begins.

NEW QUESTION # 64
In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?

A. Incident diagnosis
B. Incident registration
C. Incident classification
D. Incident detection

Answer: D

Explanation:
In the incident handling and resolution process, the service desk agent confirms that a user query refers to an incident during the incident detection step. This step involves recognizing that an issue reported by a user is indeed an incident that requires further investigation and classification.
Incident classification (Option A) happens after detection and involves categorizing the incident.
Incident registration (Option C) involves logging the incident once it is confirmed.
Incident diagnosis (Option D) occurs later, during the troubleshooting phase.

NEW QUESTION # 65
What is the CORRECT description of a known error?

A. A solution that reduces or eliminates the impact of one or more incidents
B. A repeatable approach to the management of a particular type of problem
C. An error which may cause, or has already caused, one or more incidents
D. A problem that has been analysed but has not been resolved

Answer: D

Explanation:
In ITIL 4, a known error is defined as a problem that has been analyzed but not resolved. It is a condition where the cause of the problem is understood and documented, but a permanent solution has not yet been implemented. Known errors often have workarounds that can reduce the impact of the issue, but the underlying problem remains unresolved until further actions can be taken.
Other options:
A: Describes a workaround, not a known error.
C: Describes an incident, not a known error.
D: Refers to a process but does not define a known error.

NEW QUESTION # 66
How can partners and suppliers support the monitoring and event management practice?

A. By initiating major event reviews after high-priority incidents
B. By providing clear documentation about the meaning of events generated by their products
C. By defining which exception events do not require action
D. By providing consultancy on how to customize the IT services

Answer: B

Explanation:
Partners and suppliers play a crucial role in supporting the Monitoring and Event Management practice by providing clear documentation that explains the meaning of the events generated by their products. This allows the service provider to understand and respond to these events appropriately. Accurate documentation helps ensure that the events can be interpreted quickly and acted upon, supporting effective incident and problem management.

NEW QUESTION # 67
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