ITIL4 Specialist: Monitor, Support and Fulfil v1.0

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What is a key output of the 'service request review and optimization' process?

  • A. Fulfilment actions records and reports
  • B. Fulfilled service requests
  • C. Updated service request models
  • D. User satisfaction surveys


Answer : C

How does the service request management practice benefit from analysis and reporting systems?

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


Answer : B

What is a key output of the service request fulfilment control process?

  • A. Updated service request model
  • B. Service request queries
  • C. User satisfaction surveys
  • D. Updated service request procedures and working instructions


Answer : D

Which TWO roles are responsible for communicating the service request model update in the 'service request and review optimization' activity of the 'service request management' practice?
1. Service owner
2. Product owner
3. Technical specialist
4. Technical team lead

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


Answer : A

When are the service request management practice teams defined?

  • A. During the fulfilment of service requests
  • B. During the resolution of incidents
  • C. During the creation of service request models
  • D. During the negotiation of SLAs


Answer : C

Fulfilment of service requests can be constrained by third parties.
Where can users and customers find information about these constraints?

  • A. Service level agreements
  • B. Service request catalogue
  • C. Service request model
  • D. CMDB


Answer : B

What uses a second event to check or filter an event?

  • A. An event correlation
  • B. A rule set
  • C. A health model
  • D. A monitoring action plan


Answer : A

What is an output from the 'event handling' process and an input to the 'monitoring and event management review' process?

  • A. Monitoring plan
  • B. Event statistics
  • C. Updated monitoring criteria
  • D. Notifications from objects


Answer : B

Which of the following activities will involve suppliers and partners?

  • A. Benchmarking service performance against SLAs agreed with customers
  • B. Defining monitoring and event thresholds for all services delivered by the service provider
  • C. Building common event scenarios into their product's operating system
  • D. Defining which exception events do not require action


Answer : C

A service provider uses 'monitoring and event management' to ensure that all components are being monitored, services are being delivered as agreed, and business value is created for the service consumers.
What else should the service provider monitor?

  • A. People
  • B. Operational activities
  • C. Network infrastructure
  • D. Business processes


Answer : D

Which of the following BEST describes proactive event management with passive event monitoring?

  • A. Trend analysis of the response to requests from CIs
  • B. Trend analysis of notifications from CIs that report a defined set of conditions
  • C. Taking action in response to notifications from CIs that a defined set of conditions have been met
  • D. Poling devices and responding to events to minimize impact


Answer : B

Which of the following is NOT a practice success factor for the 'monitoring and event management' practice?

  • A. Establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them
  • B. Ensuring that timely, relevant, and sufficient monitoring data is available to relevant stakeholders
  • C. Ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible
  • D. Finding balance between informativity, granularity, and frequency of the monitoring


Answer : D

Which specific skill is required by a service desk manager when performing the activity 'defining the objective of monitoring'?

  • A. Knowledge of the event logging procedures
  • B. Understanding service value for stakeholders
  • C. Expertise in monitoring tools
  • D. Expertise in automation


Answer : B

Although many events are captured and processed automatically, plans and rules for event management are defined by humans from many IT teams.
Which software tools are the MOST important for effective planning of monitoring and event management?

  • A. Workflow management and collaboration tools
  • B. Service configuration management tools
  • C. Knowledge management tools
  • D. Analysis and reporting tools


Answer : B

Which activity enables better classification of events?

  • A. Event logging
  • B. Event response selection
    B. Event filtering and correlation
  • C. Defining the thresholds for different type of events


Answer : D

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Exam contains 113 questions
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