Online Access Free ITIL-4-Specialist-Monitor-Support-Fulfil Practice Test

If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

• A.Level 3
• B.Level 4
• C.Level 2
• D.Level 1

A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream. The problem manager is very busy and can only attend two of these workshops.
Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

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

A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?

• A.Information from stakeholders about business impact
• B.Anomalies that are not apparent to humans
• C.Impact of events on the system performance
• D.Performance and capacity thresholds provided by vendors

What should be the FIRST step in investigating a problem that was identified by reactive problem identification?

• A.Understand which configuration items may have errors
• B.Submit a change request to resolve the problem
• C.Create a known error
• D.Look for a way to solve the problem

During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?

• A.Request categorization
• B.Ad hoc fulfilment control
• C.Service request model initiation and control
• D.Fulfilment review