ITIL 4 Specialist: Monitor, Support, FulfilExam
Last Update Jul 10, 2025
Total Questions : 166
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The appropriate service request model is chosen as pad or which activity of the‘service request fulfillment control process?
An organization is not currentlydoing problem management, and is trying to decide how to get started.
What should be the FIRST step for the organization to take?
What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?
What type of service requests is not available to users when a service is designed for a no-request operations?
An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?
An organization is designing a value stream for communicating planned outages to users.
Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?
A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?
A service provider is implementing a new service configuration management system. How will problem management benefit from it?
What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?
How should an organization BEST assess how well problem management is contributing to the organization's success?
When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?
What should the service request management practice handle in order to support the agreed quality of a service?
Which of the following is an input to the 'communicating to users' process?
Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?
A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?
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
What is the MOST important factor to consider when deciding how to mitigate problems?
Which of the following statements provides the BEST reason for applying a workaround?
Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?
Although many events are captured and processed automatically, some require a human response. Which software tools are MOST important for effective joint work of IT teams responding to events?
How is service configuration management system used for incident handlingand resolution?
What should be the FIRST step in investigating a problem that was identified by reactive problem identification?
What problem management process or activity is MOST LIKELY to have a dependency on third parties?
Why should a service provider organization identify and understand problems and their impact on services?
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?
It is important for a service provider to understand user’s feelings, emotions, and needs. Which service capability supports this?
An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?
What characteristic of communication channels can be supported by pre-population of relevant user data?
An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?
Which of the following is NOT a benefit of knowing the current status of services and service components?
An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams.
What is the BEST approach to improving incident handling in this instance?
A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?
Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes
The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?
An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?
Which third party contribution to problem management should NOT be documented in a problem model?
In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?
Which specific skill is required by a service desk manager when performance the activity ‘defining the objectives of monitoring?
Which statement about the third-parties role in incident management is CORRECT?
A service owner needs to have a good knowledgeof available tools and methods.
Which servicerequest management activity is thisknowledge particularly useful for?
What process has activities that ensure that messages are directed to the correct audience?
How can partners and suppliers support the monitoring and event management practice?
TESTED 10 Jul 2025
