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PeopleCert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Questions
- PeopleCert ITIL Certifications
- PeopleCert ITIL 4 Specialist Certifications
- Topic 1: Introduction to Monitor, Support, Fulfil: This section of the exam evaluates the capabilities of IT service management experts and explores the core concepts of Monitor, Support, and Fulfil value chain activities in the ITIL 4 framework.
- Topic 2: Monitor and Event Management: This section of the exam assesses the competencies of IT operations managers and service desk staff, focusing on the fundamentals and applications of IT service monitoring and event handling. It examines the implementation of robust monitoring systems.
- Topic 3: Incident Management: This section of the exam gauges the proficiency of incident managers and support personnel, encompassing the entire lifecycle of incident management from initial detection to final resolution.
- Topic 4: Problem Management: This section of the exam evaluates the skills of IT service managers and analysts, addressing both anticipatory and responsive facets of problem management.
- Topic 5: Service Request Management: This section of the exam appraises the abilities of IT fulfillment teams to focus on the streamlined processing of service requests. It explores creating and administering service request catalogs and tactics to enhance user satisfaction.
Free PeopleCert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Actual Questions
Note: Premium Questions for ITIL-4-Specialist-Monitor-Support-Fulfil were last updated On Nov. 07, 2025 (see below)
Which activity of the 'user query handling' process will result in the service desk agent resolving the query at first line?
In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams.
Acknowledging and recording the query is an important step but does not lead directly to resolution.
Information packaging typically refers to preparing information for the user, often following resolution.
Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.
Which capability level is MOST focused on continual improvement?
The Capability Maturity Model Integration (CMMI) defines five levels of process maturity, with each level building upon the previous one.
Level 5 - Optimizing: This level is characterized by a focus on continuous process improvement. Organizations at this level proactively identify and implement improvements to their processes based on quantitative data and analysis. They are constantly looking for ways to make their processes better and more efficient.
When is incident prioritization MOST relevant?
Incident prioritization becomes particularly relevant when there are not enough resources to address all tasks in the backlog. In such situations, incidents with the highest priority---those that have the most significant impact and urgency---should be addressed first. This helps ensure that the most critical issues affecting service availability are resolved in a timely manner.
Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?
Workflow management tools help integrate the service desk with other practices in the service provider's value streams by automating and managing the flow of tasks and information across different ITIL practices. These tools ensure that incidents, service requests, and changes flow seamlessly between the service desk and other functions such as incident management, problem management, and change enablement.
Workflow management tools ensure that tasks are assigned, monitored, and completed efficiently, promoting integration between service desk operations and other processes within the organization's service value system.
Survey tools and reporting tools are used for gathering feedback and generating insights, but they don't actively manage or integrate workflows between practices.
Work prioritization tools assist in task prioritization but don't facilitate integration between different practices in the value stream.
What management practice is involved in providing users with descriptions of the service requests available to them?
The service catalogue management practice involves maintaining a structured list or catalogue of services available to users. This includes providing clear descriptions of the services, service requests, and the options available to users.
Service catalogue management ensures that all service offerings and requests are clearly documented, communicated, and accessible to users. This helps users understand what services they can request and how to access them.
Option D ('Service catalogue management') is the correct answer, as it directly involves providing users with descriptions of available service requests.
Incorrect Options:
Option A (Problem management): Deals with identifying and managing the underlying causes of incidents.
Option B (Incident management): Focuses on restoring normal service operation as quickly as possible.
Option C (Change enablement): Manages changes to services, not the description of service requests.
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