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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil 시험요강:

주제	소개
주제 1	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.
주제 2	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.
주제 3	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.
주제 4	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.
주제 5	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.

최신 Peoplecert IT Infrastructure Library ITIL-4-Specialist-Monitor-Support-Fulfil 무료샘플문제 (Q97-Q102):

질문 # 97
How can a service desk agent recognize and understand the experience of a user?

A. Utilize omnichannel communication
B. Create a moment of truth
C. Apply service empathy
D. Effectively and efficiently triage the user query

정답：C

설명：
Service empathy is the practice of recognizing and understanding a user's experience by considering their emotions and expectations. A service desk agent can apply service empathy to better handle user queries and provide a more personalized and effective resolution to incidents. This empathetic approach ensures a better understanding of the user's challenges and enhances overall service satisfaction.

질문 # 98
Which of the following describes the purpose of the service desk practice desk practice?

A. To minimize the negative impact of incidents by restoring normal service operation as quickly possible
B. To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
C. To ensure that the demand tor incident resolution and service requests is captured
D. To systematically observe services and service components, and record and report selected changes of state

정답：C

설명：
The primary purpose of the service desk practice, according to ITIL 4, is to capture demand for incident resolution and service requests. The service desk acts as the communication point for IT users, ensuring that their issues and requests are recorded and handled. This function is critical for maintaining service quality and efficiency, as it allows the organization to quickly respond to incidents and ensure user needs are met.
Option B descres the purpose of incident management, not the service desk.
Option C refers to problem management, which focuses on identifying and reducing potential causes of incidents.
Option D describes monitoring and event management, which involves systematically observing services and components.

질문 # 99
A service owner needs to have a good knowledge of available tools and methods.
Which service request management activity is this knowledge particularly useful for?

A. Service request modal update communication
B. Ad hoc fulfilment control
C. Service request model improvement initiation
D. Request categorization

정답：C

설명：
A service owner's knowledge of available tools and methods is particularly useful in the service request model improvement initiation process. ITIL 4 emphasizes the continuous improvement of practices, including service request management. The service owner plays a crucial role in identifying opportunities for improving the efficiency and effectiveness of service request models.
Service Request Model Improvement Initiation (Answer D - Correct): Knowledge of tools and methods enables the service owner to assess current service request models and identify areas for improvement. This knowledge helps in optimizing workflows, automating repetitive tasks, and ensuring the service request process is efficient and aligned with user needs.
Request Categorization (Answer A - Incorrect): Categorization involves assigning service requests to predefined categories based on their nature, but it doesn't necessarily require deep knowledge of tools and methods.
Ad Hoc Fulfillment Control (Answer B - Incorrect): While knowledge of tools may assist with ad hoc fulfillment, this activity is not directly related to service request model improvement.
Service Request Model Update Communication (Answer C - Incorrect): Communicating updates about service request models is important but does not rely heavily on a deep understanding of tools and methods for improving the model.
ITIL 4 Reference:
Service Request Management Practice: ITIL encourages continuous improvement in service request models, and having a good understanding of tools and methods helps initiate these improvements.

질문 # 100
A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

A. The system will support practice measurement and reporting
B. The system will support handling of service requests from initiation to fulfilment
C. The system will be used for ad hoc request fulfilment
D. The system will be used to communicate new request models to users

정답：A

설명：
In ITIL 4, a new analysis and reporting system can enhance service request management by supporting the measurement and reporting of key practice metrics. This enables organizations to track the performance of service requests, ensuring they are meeting agreed service levels and identifying areas for improvement. Such systems provide insights into trends and patterns, helping management teams optimize resource allocation and request handling.

질문 # 101
Which of the following is NOT a benefit of the 'incident management' practice?

A. Reduced knowledge capture and reuse
B. Higher client and employee satisfaction
C. Fulfilment of the SLAs with service consumers
D. Reduced losses caused by IT service unavailability

정답：A

설명：
The Incident Management practice in ITIL 4 provides several benefits, including the fulfillment of SLAs, improving client and employee satisfaction, and reducing losses caused by service unavailability. However, reduced knowledge capture and reuse is not a benefit; in fact, knowledge capture and reuse are key goals of incident management to ensure that lessons learned from incidents are applied to prevent future issues. Proper documentation and sharing of knowledge ensure continuous improvement and efficiency in resolving incidents.

질문 # 102
......

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Ian Bell Ian Bell

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ITIL-4-Specialist-Monitor-Support-Fulfil퍼펙트인증덤프 & ITIL-4-Specialist-Monitor-Support-Fulfil완벽한시험기출자료

ITIL-4-Specialist-Monitor-Support-Fulfil 덤프 Peoplecert 자격증 덤프

Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil 시험요강:

최신 Peoplecert IT Infrastructure Library ITIL-4-Specialist-Monitor-Support-Fulfil 무료샘플문제 (Q97-Q102):

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