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

質問 1：
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 providing incident management tools
C. By benchmarking service performance against SLAs agreed with customers
D. By defining which informational events require immediate action
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 2：
What is a capability criterion for the service request management practice which is related to the 'information and technology' dimension of service management?
A. Communication solutions needed to fulfil service requests have been implemented
B. Qualified human resources are available to manage service requests
C. Service request fulfilment procedures are monitored to show their effectiveness
D. Third-party services needed to fulfil service requests are available
正解：A

質問 3：
What is NOT a potential reason for registering an incident?
A. A specialist thinks that the service is not operating normally
B. The customer is unhappy with the service level agreement
C. Users perceiving the situation as abnormal
D. Service level agreement is breached
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 4：
A service provider wants to automate monitoring and event management effectively. To achieve this, the IT operations teams are working on identifying and documenting a business context for the events in IT systems and components. The main source of information for this is the configuration management system which helps to estimate the service and business impact of the events. Other information is available from existing event and incident records. What other important source of information must be considered to understand the context of events?
A. Anomalies that are not apparent to humans
B. Impact of events on the system performance
C. Information from stakeholders about business impact
D. Performance and capacity thresholds provided by vendors
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 5：
Which activity of the 'user query handling' process will result in the service desk agent resolving the query at first line?
A. Validate the user query
B. Acknowledge and record the user query
C. Informal ion packaging
D. Triage the user query and inmate the appropriate activities
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 6：
A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?
A. Reviewing known errors
B. Investigating problems
C. Coordinating problem solving teams
D. Identifying and logging problems
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 7：
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?
A. Support of service request models
B. Work hours planning and reporting
C. Support of end-to-end value streams
D. Available and convenient self-service
正解：D
解説: (Topexam メンバーにのみ表示されます)