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

質問 1：
In which step of the 'incident handling and resolution' process will a change be initiated?
A. Incident closure
B. Incident resolution
C. Incident diagnosis
D. Incident registration
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 2：
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?
A. Identify the scope of the value stream analysis
B. Create a 'to be' value stream map
C. Reflect on the value stream map
D. Define the purpose of the value stream
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 3：
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?
A. A service owner who understands the service architecture and how the components are configured
B. A technical specialist who understands how the servers work and how they can be repaired and upgraded
C. A problem coordinator who understands how to log, manage, and close problems
D. A dedicated problem manager who works in a senior role to coordinate resources for complex issues
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 4：
What TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed
A. 4 and 1
B. 1 and 2
C. 2 and 3
D. 3 and 4
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 5：
The monitoring and event management practice includes rules for event filtering and categorization. In which dimension of service management are these rules established?
A. Organization and People
B. Partners and Suppliers
C. Value Streams and Processes
D. Information and Technology
正解：A

質問 6：
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)

質問 7：
An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals.
Which of the following statements a CORRECT?
A. Teams that share responsibility cannot have only one person that sees an Incident through to resolution
B. Teams that share responsibility should be encouraged to engage experienced people in the process
C. Teams that share responsibility should bounce incidents between them and other teams
D. Teams that share responsibility should celebrate heroes and should nut slime successes awl failures
正解：B
解説: (Topexam メンバーにのみ表示されます)