ITIL-4-Specialist-Monitor-Support-Fulfil無料問題集「Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil」

質問 1

A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?

（A）A dedicated problem manager who works in a senior role to coordinate resources for complex issues

（B）A problem coordinator who understands how to log, manage, and close problems

（C）A service owner who understands the service architecture and how the components are configured

（D）A technical specialist who understands how the servers work and how they can be repaired and upgraded

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 2

When a specialist performing proactive problem identification decides NOT to register a problem, they may also decide NOT to notify the initiator of the problem. What is the usual reason for this?

（A）The incidents caused by this problem have already been closed

（B）The information was pushed from an internal source

（C）The information was pulled from an external source

（D）The problem has not caused any incidents

正解：D 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 3

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）2 and 3

（C）1 and 2

（D）1 and 4

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 4

Which of the following is the BEST description for events?

（A）Configuration item's change of state regardless of its impact

（B）Configuration item's change of state that has significance for the management of a service

（C）Configuration item's change of state that might lead to financial losses

（D）Configuration item's change o! state that can be observed

正解：B 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 5

What is part of the service desk agent role?

（A）Ensuring the workload balance between the service desk activities and involvement in other practices

（B）Triaging user queries end taking appropriate action

（C）Creating and maintaining a healthy work culture

（D）Planning the capacity and performance of the service desk team

正解：B 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 6

What practice enables the early detection of incidents?

（A）Monitoring and event management

（B）Problem management

（C）Service request management

（D）Knowledge management

正解：A 解答を投票する

質問 7

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

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 8

What problem management process or activity is MOST LIKELY to have a dependency on third parties?

（A）Problem prioritization

（B）Creation of problem models

（C）Error control

（D）Reactive problem identification

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 9

What type of service requests is not available to users when a service is designed for a no-request operations?

（A）A request to register a complaint

（B）A request to register a compliment

（C）A request specific to service utility

（D）A how-to request

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 10

What characteristic of communication channels can be supported by pre-population of relevant user data?

（A）Availability

（B）Usability

（C）Familiarity

（D）Contextual intelligence

正解：D 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

ITIL-4-Specialist-Monitor-Support-Fulfil 無料問題集「Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil」

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