PeopleCert ITIL 4 Specialist: Monitor, Support, Fulfil ITIL-4-Specialist-Monitor-Support-Fulfil Exam Practice Test

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Total 166 questions
Question 1

What can be used to help the service provider assess user experience of a user service?



Answer : C

A health model in ITIL 4 refers to a comprehensive understanding of how various components of a service perform in relation to user expectations. By using a health model, a service provider can assess the overall user experience and determine whether the service meets performance standards.

Health Model (Answer C - Correct): A health model provides insights into the status of key service components and how they affect the user experience. By comparing actual performance data with desired outcomes, the provider can make informed decisions on service improvements.

Event Correlation (Answer A - Incorrect): Event correlation links related events but does not directly assess user experience.

Rule Set (Answer B - Incorrect): A rule set may be used to define thresholds for system alerts but does not directly assess user experience.

Monitoring Action Plan (Answer D - Incorrect): This refers to the strategy for monitoring activities, but it is not specifically designed to measure or assess user experience.

ITIL 4 Reference:

Monitoring and Event Management Practice: The health model is a tool for understanding the impact of service health on user experience, allowing for continuous improvement of services.


Question 2

What challenge is associated with user-to-technology interactions?



Answer : C

One of the main challenges associated with user-to-technology interactions is the involvement of subjective attitudes and emotions. Users may have different levels of comfort with technology, varying expectations, and emotional reactions to incidents, which can complicate interactions and affect the quality of the service. Managing these subjective elements requires a combination of technical solutions and empathetic, user-focused support.


Question 3

Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?



Answer : D

Partners and suppliers often provide APIs to integrate external components with the service provider's monitoring and event management systems. This is critical for ensuring that services with both internal and external dependencies can be monitored cohesively, ensuring a seamless operation.

Defining thresholds and providing service information (Options A and B) are more internal activities managed by the service provider.

Providing consultancy on service design is unrelated to monitoring and event management.


Question 4

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?



Answer : C

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.


Question 5

Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?



Answer : C

Active monitoring refers to continuously checking the status of configuration items (CIs) and other components, regardless of whether an event has occurred. This type of monitoring proactively looks for potential issues by continuously evaluating the state of systems and services, unlike passive monitoring, which only reacts when an event is triggered.

Active Monitoring: This involves actively probing or querying systems to check their status, even if no event has occurred. It helps in detecting issues before they manifest into problems.

Option C ('Active monitoring takes place whether an event has occurred or not') is the correct answer because active monitoring involves continuous checks, independent of event occurrence.

Incorrect Options:

Option A: Active monitoring happens continuously, not just when an event occurs.

Option B: This describes passive monitoring, where CIs report an event once it happens.

Option D: Active monitoring does not require conditions to be met; it happens continuously.


Question 6

Which activity of the 'service desk optimization' process ensures that change request are raised where necessary?



Answer : B

In the service desk optimization process, a service desk review identifies areas where improvements or changes are needed. If issues or inefficiencies are discovered that require structural or procedural changes, a change request is raised as part of this review process.

Service desk improvement initiation involves starting improvements, but the review process is where the need for change requests is identified.

Service desk improvement communication is about informing stakeholders of improvements, not initiating change requests.

Triage is focused on user queries and does not directly relate to raising change requests for service desk optimization.


Question 7

A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to 'tech' the AI. However, some human input is required.

What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?



Answer : C

Artificial Intelligence (AI) can automate event correlation and impact assessment, but human input is still required to assess the business context and the impact on services. While AI can handle technical aspects like system performance and capacity thresholds, understanding how events affect the business and services requires human expertise.

Impact of Events on the Service and Business Context (Answer C - Correct): Human input is crucial for understanding how technical events affect business operations. For instance, the same technical event (e.g., a server failure) could have different business impacts depending on which services are affected and the time of occurrence.

Impact of Events on System Performance (Answer A - Incorrect): System performance data can be easily assessed by AI without much human intervention.

Performance and Capacity Thresholds (Answer B - Incorrect): These are typically predefined and can be managed automatically by AI without significant human input.

Anomalies Not Apparent to Humans (Answer D - Incorrect): AI is typically better than humans at detecting subtle anomalies, so this would not require human input.

ITIL 4 Reference:

Monitoring and Event Management Practice: AI can help automate event correlation, but human input is needed to assess the broader business implications of technical events.


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Total 166 questions