Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil 問題集

質問 1：
An organization is improving its service desk practice. How should the organization use the guiding principle 'collaborate and promote visibility'?
A. Use existing procedures until the resources are available to review them
B. Create familiar interfaces for self-service systems
C. Automate service desk procedures where possible
D. Include business tours in induction training for service desk agents
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 2：
How can partners and suppliers support the monitoring and event management practice?
A. By initiating major event reviews after high-priority incidents
B. By providing clear documentation about the meaning of events generated by their products
C. By defining which exception events do not require action
D. By providing consultancy on how to customize the IT services
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 3：
What should be the FIRST step in investigating a problem that was identified by reactive problem identification?
A. Submit a change request to resolve the problem
B. Look for a way to solve the problem
C. Create a known error
D. Understand which configuration items may have errors
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 4：
What is a part of the service desk manager role?
A. Creating and maintaining a healthy work culture
B. Triaging user queries
C. Acknowledging user queries
D. Providing software tools for service desk
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 5：
Which of the following is an input to the 'user query handling' process?
A. Recorded and categorized user queries
B. Service desk performance reports
C. Previous incident, problem and change records
D. Categorized user queries
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 6：
A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.
How should automation of problem management support the team in this situation?
A. By supporting problem diagnosis with machine learning
B. By supporting the problem management metrics
C. By supporting, separation of problem and known errors
D. By supporting automated periodic control of known errors
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 7：
How does the service request management practice achieve its purpose of supporting the agreed quality of a service?
A. By reducing the costs associated with request handling and fulfilment
B. By effectively handling user queries that initiate agreed service actions
C. By improving the reputation of the service providing organization
D. By setting realistic expectations relating to the fulfilment of requests
正解：B
解説: (Topexam メンバーにのみ表示されます)