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

문제1

Which third party contribution to problem management should NOT be documented in a problem model?

A. How the third party identifies and logs problems

B. How the third party helps to investigate specific types of problem

C. How the third party documents workarounds for problems

D. How the third party helps to develop the problem management practice

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제2

What is a key input to the service request fulfillment control process?

A. User survey insults

B. Fulfilled service requests

C. Service request Queries

D. Policies regulatory requirements

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제3

Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?

A. Percentage of incidents detected via monitoring and event management

B. Percentage of incidents resolved before being reported by users

C. Time between incident detection and acceptance for diagnosis

D. User satisfaction with incident handling and resolution

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제4

An organization is improving its service desk practice.
How should the organization use the guiding principle 'start where you are'?

A. Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations

B. Gradually Implement new service desk channels and loots

C. Establish a clear communication channel but use the procedures that are currently available.

D. Standardize operations and automate processes where possible

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제5

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)

문제6

Which is a practice success factor for the service desk practice?

A. Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff

B. Overcoming the challenge of the limited scalability or voice and video cell channels

C. Ensuring that multichannel communication is used and improved wherever possible

D. Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제7

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. Do the service value stream walk

B. Create a 'to be' value stream map

C. Reflect on the value stream map

D. Define the purpose of the value stream

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제8

How can partners and suppliers support the service desk practice?

A. By providing consultancy on how to customize the IT services

B. By outsourcing the development of II services

C. By providing trained resources to work in service desk teams

D. By providing change enablement tools

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제9

What is used to minimize the negative impact of an event?

A. A health model

B. An event correlation

C. A monitoring action plan

D. A rule set

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제10

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. Management of incident models

B. Confirmation of incident resolution

C. Management of incident lifecycle

D. Planning of improvement initiatives

정답: C

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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