최신 ITIL-4-Specialist-Monitor-Support-Fulfil 무료덤프 - Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil

문제1

An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices.
Which of the following suggestions is the BEST for the organization to achieve that objective?

A. Start with the most critical services and Implement a basic incident workflow

B. Start with the least critical services and implement a basic incident workflow

C. SU11I with the most critical services and implement a detailed incident workflow

D. Start with the least critical services and implement a detailed incident workflow

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제2

An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams.
What is the BEST approach to improving incident handling in this instance?

A. Ensure only external teams take part in incident resolution

B. Design significant rewards for individual technical specialists

C. Ensure only internal teams take part in incident resolution

D. Group technical specialists by product or service

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제3

Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

A. It is important to ensure that third parties adhere to the Incident management policies established by their customers.

B. It is not important to integrate third parties into incident Information exchange workflows.

C. It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.

D. It is not important to ensure third parties' adherence to organization's policies.

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제4

When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?

A. Analysis and reporting tools

B. Social media

C. Publishing tools

D. Monitoring and event management tools

정답: D

문제5

How can partners and suppliers support the 'service desk' practice?

A. By reducing the need to customize the IT services

B. By outsourcing the development of IT services

C. By providing problem management tools

D. By advising on how to build the team and implement an information system

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제6

A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

A. Information from stakeholders about business impact

B. Performance and capacity thresholds provided by vendors

C. Impact of events on the system performance

D. Anomalies that are not apparent to humans

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제7

Which capability criterion supports the practice success factor 'ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

A. The responsibility for the approach to monitoring and event management is clearly defined

B. Events am usually detected immediately after they occur

C. The monitoring and event management approach Is regularly reviewed and continually improved

D. The Key users of the monitoring data and their requirements are identified

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제8

An organization is having Issues with their incident management practice, it wants to address 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 the following statements a CORRECT?

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

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

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

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

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제9

What is considered an incident?

A. Planned interruption to a service

B. Reduction in the quality of a service

C. Inability to assign resources to all tasks in the backlog

D. End-users having to use self-help tools

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제10

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. Do the service value stream walk

B. Map the activities and the information flows

C. Identify the scope of the value stream analysis

D. Reflect on the value stream map

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

최신 ITIL-4-Specialist-Monitor-Support-Fulfil 무료덤프 - Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil

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