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

문제1

Which incident management capability criteria must be fulfilled to achieve capability level 5?

A. The effectiveness of incident detection is regularly reviewed and continually improved

B. Incidents are usually resolved in the Quickest possible way

C. The users and other relevant stakeholders know how to report incidents and report them as soon as possible

D. Incidents ate usually detected immediately after they occur

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제2

A service owner needs to have a good knowledge of available tools and methods.
Which service request management activity is this knowledge particularly useful for?

A. Service request modal update communication

B. Request categorization

C. Service request model improvement initiation

D. Ad hoc fulfilment control

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제3

An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?

A. Use swarming to optimize resolution of unusual and major incidents

B. Ensure effective integration with service desk, change enablement, and problem management

C. Assess business impact even if there are no directly affected users yet

D. Motivate team members to document and share their knowledge

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제4

The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?

A. Level 5

B. Level 4

C. Level 3

D. Level 2

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제5

Which of the following capability criteria supports the practice success factor of 'continually improving incident management'?

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

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

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

D. The effectiveness of incident resolution is regularly reviewed and continually improved

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제6

What process has activities that ensure that messages are directed to the correct audience?

A. Communicating to users

B. User query handling

C. Service desk optimization

D. Omnichannel communication

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제7

Which process includes sending out notifications?

A. Monitoring planning

B. Monitoring and event management review

C. Establishing and maintaining approaches

D. Event handling

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제8

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

문제9

The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

A. Use swarming to optimize resolution of unusual, complex, and major incidents

B. Use dashboards and reports to communicate service performance to internal and external stakeholders

C. Leverage automation tools to manage knowledge and to automate solutions, where possible

D. Develop incident models and reuse known resolutions

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제10

During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?

A. Service request model initiation and control

B. Fulfilment review

C. Request categorization

D. Ad hoc fulfilment control

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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