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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q132-Q137):

NEW QUESTION # 132
What is the CORRECT description of a known error?

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

Answer: A

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 # 133
An organization is improving its service desk practice. How should the organization use the guiding principle 'collaborate and promote visibility'?

A. Use existing procedures until the resources are available to review them
B. Include business tours in induction training for service desk agents
C. Automate service desk procedures where possible
D. Create familiar interfaces for self-service systems

Answer: B

Explanation:
The ITIL 4 guiding principle "collaborate and promote visibility" emphasizes working together and making work visible to all relevant stakeholders. When improving a service desk practice, this principle ensures that agents understand the broader business context and maintain good communication with other teams.
Collaboration: Encourages working across teams to ensure that information flows efficiently between departments. This would be especially beneficial for service desk agents, as they frequently interact with various parts of the organization.
Visibility: Promotes making key work, challenges, and activities visible to stakeholders to enhance decision-making and problem-solving.
In this context, Option D ("Include business tours in induction training for service desk agents") fits best because it helps new agents understand the business's environment, promotes visibility into how the service desk contributes to the organization, and facilitates better collaboration with other teams.
Incorrect Options:
Option A: Using existing procedures doesn't emphasize collaboration or visibility.
Option B: Automating processes can improve efficiency but is more aligned with the "optimize and automate" principle.
Option C: Creating familiar interfaces relates more to usability, not collaboration.

NEW QUESTION # 134
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. Ensure only internal teams take part in incident resolution
C. Design significant rewards for individual technical specialists
D. Group technical specialists by product or service

Answer: D

Explanation:
In this scenario, incident resolution times are increasing, and incidents are being transferred between multiple teams, causing delays. The best approach is to group technical specialists by product or service, allowing for faster, more efficient resolution.
Group Technical Specialists by Product or Service (Answer B - Correct): Organizing teams by product or service ensures that specialists have deep knowledge of the system they are responsible for, which reduces the need to transfer incidents between teams. This setup aligns with modern development approaches like DevOps, where cross-functional teams are responsible for end-to-end service delivery and incident resolution.
Ensure Only Internal Teams Take Part (Answer A - Incorrect): Limiting incident resolution to internal teams may not be feasible, especially if services are provided in collaboration with external partners.
Ensure Only External Teams Take Part (Answer C - Incorrect): Relying solely on external teams may introduce delays and reduce the organization's control over the incident resolution process.
Design Significant Rewards for Individuals (Answer D - Incorrect): While recognizing individual efforts can be motivational, it does not address the structural problem of incident transfers and delays between teams.
ITIL 4 Reference:
Incident Management Practice: Grouping teams by product or service helps reduce transfer times and ensures faster, more focused incident resolution.

NEW QUESTION # 135
What practice enables the early detection of incidents?

A. Service request management
B. Knowledge management
C. Problem management
D. Monitoring and event management

Answer: D

Explanation:
The Monitoring and Event Management practice is designed to monitor services and components in real-time to detect events and respond accordingly. This practice allows for the early detection of incidents, which can then be addressed before they escalate and affect service performance.
Monitoring and Event Management (Answer A - Correct): This practice helps detect incidents by monitoring the health of systems and identifying deviations from normal operation. It triggers alerts when events occur that could indicate an incident, allowing for early detection and resolution.
Problem Management (Answer B - Incorrect): Problem management focuses on identifying the root cause of incidents and preventing them, but it is not primarily used for early detection.
Service Request Management (Answer C - Incorrect): This practice deals with fulfilling service requests and does not focus on detecting incidents.
Knowledge Management (Answer D - Incorrect): Knowledge management involves capturing and sharing information but does not directly support the detection of incidents.
ITIL 4 Reference:
Monitoring and Event Management Practice: Enables the detection of events and incidents in real-time, ensuring that issues are caught early before they impact users.

NEW QUESTION # 136
How can partners and suppliers support the monitoring and event management practice?

A. By building event generation capabilities into their product's operating system
B. By providing incident management tools
C. By benchmarking service performance against SLAs agreed with customers
D. By defining which informational events require immediate action

Answer: A

Explanation:
Partners and suppliers can support the monitoring and event management practice by integrating event generation capabilities into their products, allowing the organization to monitor and manage events more effectively. This allows systems to automatically generate and report events based on predefined triggers, facilitating proactive management.
Event Generation: By building event generation capabilities into their products, suppliers ensure that critical events are automatically detected and reported, supporting the organization's monitoring efforts.
Option A ("By building event generation capabilities into their product's operating system") is the correct answer because it directly supports the ability to monitor systems effectively through automated event generation.
Incorrect Options:
Option B: Defining which events require immediate action is part of internal event handling, not a supplier's responsibility.
Option C: Benchmarking performance is useful but not directly related to event management.
Option D: Providing incident management tools supports incident resolution, not event generation.

NEW QUESTION # 137
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