[2026] Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil

문제1

What should the service request management practice handle in order to support the agreed quality of a service?

A. Requests to determine the root cause of an incident

B. Requests that initiate an agreed service action

C. Requests for design of a new service

D. Requests to resolve an interruption to an agreed service

정답: B

설명: (Fast2test 회원만 볼 수 있음)

문제2

Which types of incidents do NOT usually require on individual review upon resolution?

A. New types of incidents

B. Incidents not resolved in time

C. Recurring incidents

D. Major Incidents

정답: C

설명: (Fast2test 회원만 볼 수 있음)

문제3

How can partners and suppliers support the monitoring and event management practice?

A. By building event generation capabilities into their product's operating system

B. By benchmarking service performance against SLAs agreed with customers

C. By providing incident management tools

D. By defining which informational events require immediate action

정답: A

설명: (Fast2test 회원만 볼 수 있음)

문제4

A service provider is implementing a new service configuration management system. How will problem management benefit from it?

A. The system will support collaboration between problem management teams

B. The system will help to measure the practice performance

C. The system will help to categorize and investigate problems

D. The system will support management of the problem and known error records

정답: D

설명: (Fast2test 회원만 볼 수 있음)

문제5

An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

A. Review the communications in the context of the value stream

B. Remind the users about the need to follow the agreed communications plan

C. Eliminate all identified touchpoints

D. Create a separate value stream for the low value touchpoints

정답: A

설명: (Fast2test 회원만 볼 수 있음)

문제6

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. 2 and 3

B. 1 and 4

C. 1 and 2

D. 3 and 4

정답: D

설명: (Fast2test 회원만 볼 수 있음)

문제7

A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

A. Integration with incident management records

B. Separation of problem control and error control

C. Integration with knowledge bases

D. Practice measurement and reporting

정답: A

설명: (Fast2test 회원만 볼 수 있음)

문제8

A user requests access to an application already approved for their role. What is the MOST appropriate action?

A. Open a major incident

B. Escalate to problem management

C. Raise an emergency change

D. Treat as a standard service request

정답: D

설명: (Fast2test 회원만 볼 수 있음)

문제9

A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.
How can automation of problem management support the team in this situation?

A. By supporting automated correlation of incidents

B. By supporting the problem management metrics

C. By supporting integration with change records

D. By supporting problem diagnosis with machine learning

정답: A

설명: (Fast2test 회원만 볼 수 있음)

문제10

What should a service provider do when human resources to establish problem modes are not available?

A. Consider using a third-party consulting service to help develop problem models

B. Create a single problem model to be used for managing all problems

C. Delegate creation or problem models to a problem coordinator

D. Postphone problem management activities until the resources are available

정답: A

설명: (Fast2test 회원만 볼 수 있음)

문제11

Which activity belongs to request fulfillment rather than incident management?

A. Recovering a database

B. Investigating service outages

C. Restoring failed email service

D. Provisioning a new laptop

정답: D

설명: (Fast2test 회원만 볼 수 있음)

문제12

A support manager wants to reduce repetitive incidents. Which practice should be MOST closely aligned with incident management?

A. Supplier evaluation

B. Workforce planning

C. Financial budgeting

D. Problem management

정답: D

설명: (Fast2test 회원만 볼 수 있음)

문제13

Which of the following is NOT a benefit of the 'incident management' practice?

A. Higher client and employee satisfaction

B. Fulfilment of the SLAs with service consumers

C. Reduced knowledge capture and reuse

D. Reduced losses caused by IT service unavailability

정답: C

설명: (Fast2test 회원만 볼 수 있음)

문제14

The service request management team structures are usually the same as for what other practice?

A. Change enablement

B. Incident management

C. Service level management

D. Problem management

정답: B

설명: (Fast2test 회원만 볼 수 있음)

문제15

Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

A. It is important to ensure that third parties adhere to the Incident management policies established by their customers.

B. It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.

C. It is not important to integrate third parties into incident Information exchange workflows.

D. It is not important to ensure third parties' adherence to organization's policies.

정답: A

설명: (Fast2test 회원만 볼 수 있음)

Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil - ITIL-4-MSF무료 덤프문제 풀어보기

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