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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q38-Q43):

NEW QUESTION # 38
In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?

A. Incident diagnosis
B. Incident registration
C. Incident detection
D. Incident classification

Answer: C

Explanation:
In the incident handling and resolution process, the service desk agent confirms that a user query refers to an incident during the incident detection step. This step involves recognizing that an issue reported by a user is indeed an incident that requires further investigation and classification.
Incident classification (Option A) happens after detection and involves categorizing the incident.
Incident registration (Option C) involves logging the incident once it is confirmed.
Incident diagnosis (Option D) occurs later, during the troubleshooting phase.

NEW QUESTION # 39
Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: C

Explanation:
When a problem record is created, it typically includes information about the associated configuration items (CIs) and affected services. This information is crucial for understanding the scope of the problem and how it impacts the service infrastructure. Identifying CIs helps in root cause analysis, while affected services clarify the business impact.
Investigation results and problem solutions (Options 1 and 2) come later in the problem management process after the problem has been analyzed and resolved.

NEW QUESTION # 40
A service provider wants to automatically create records and tasks if certain events happen. These can be incident records, maintenance tasks, change records, and others. Which automation system should the service provider use for this?

A. Knowledge management system
B. Workflow management system
C. Monitoring system built into the monitored component
D. Service configuration management system

Answer: B

Explanation:
A workflow management system automates the process of creating and managing records and tasks in response to specific events. This system can handle various types of tasks, such as creating incident records, initiating maintenance activities, or triggering change records, based on predefined workflows. It ensures that the appropriate actions are taken automatically when certain events are detected.
Automation through Workflow Management: This system allows for the seamless creation of tasks and records whenever an event occurs, improving efficiency and reducing the need for manual intervention.
Option B ("Workflow management system") is the correct answer because it automates the creation of incident records, maintenance tasks, and change records based on predefined event triggers.
Incorrect Options:
Option A (Knowledge management system): This system manages information and knowledge, not tasks or records.
Option C (Monitoring system built into the monitored component): This system detects events but does not handle task or record creation.
Option D (Service configuration management system): This system manages configuration items (CIs) but does not create records or tasks automatically.

NEW QUESTION # 41
What is both a key input and a key output of the 'service request fulfilment control' process?

A. Service request models
B. Service level agreements
C. User satisfaction surveys
D. Fulfilment actions records and reports

Answer: A

Explanation:
Service request models serve as both a key input and a key output of the 'service request fulfillment control' process. Let's explore why:
Key Input:
Service request models define the standardized procedures and workflows for fulfilling various types of service requests. They act as a blueprint for the fulfillment process.
Key Output:
The 'service request fulfillment control' process might involve reviewing and updating existing service request models based on feedback, performance data, or changes in service offerings.
Let's analyze why other options are not the best fit:
A . Service level agreements (SLAs): SLAs define the agreed-upon service levels for fulfilling service requests, but they are not directly modified or created during the fulfillment control process itself.
B . User satisfaction surveys: These provide feedback on the fulfillment process but are not a direct input or output of the control process.
D . Fulfillment actions records and reports: These document the actions taken during fulfillment but are not the central focus of the control process.
In conclusion: Service request models are essential for guiding the fulfillment process and are also subject to review and improvement based on the outcomes of that process, making them both a key input and a key output of 'service request fulfillment control.'

NEW QUESTION # 42
Which process reviews tools are available for data analysis?

A. Establishing and maintaining approaches
B. Monitoring and event management review
C. Monitoring planning
D. Event handling

Answer: B

Explanation:
In ITIL 4, the "Monitoring and Event Management" practice focuses on systematically observing services and service components and recording and reporting selected changes of state identified as events. These activities are key in ensuring the IT environment's stability and detecting issues before they cause significant problems.
The process that reviews tools available for data analysis relates to the "Monitoring and event management review," as this step involves evaluating the performance and suitability of tools and methods used to capture and analyze monitoring data. Ensuring the availability of the correct tools is crucial for analyzing large volumes of data and detecting patterns or anomalies that indicate potential issues.
Oher options are less appropriate:
A . Monitoring planning: This involves planning for the monitoring activities but doesn't focus on reviewing tools specifically.
B . Event handling: This deals with how to respond to events once they are detected, not on the tool review.
D . Establishing and maintaining approaches: This option refers to maintaining overall strategies but doesn't focus on the technical evaluation of tools for data analysis.

NEW QUESTION # 43
......

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