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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q109-Q114):

NEW QUESTION # 109
An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

A. Review the communications in the context of the value stream
B. Eliminate all identified touchpoints
C. Remind the users about the need to follow the agreed communications plan
D. Create a separate value stream for the low value touchpoints

Answer: A

Explanation:
In ITIL 4, value streams represent a series of steps that create and deliver value to stakeholders. If touchpoints within these streams are delivering low or no value, it is essential to assess and optimize them. In this case, user feedback indicates that some communications during incident resolution were distracting and not useful.
A . Eliminate all identified touchpoints: This is an extreme approach and could potentially disrupt the flow of essential communication. ITIL 4 encourages optimizing processes rather than completely eliminating them without careful consideration.
B . Review the communications in the context of the value stream (Correct Answer): ITIL 4 promotes the principle of Think and Work Holistically and recommends continuous assessment of how individual elements contribute to overall value. By reviewing communications in the context of the value stream, the organization can determine which ones add value and optimize or eliminate those that do not.
C . Create a separate value stream for the low value touchpoints: Creating separate value streams for low-value activities is inefficient and would likely result in additional complexity without solving the underlying problem.
D . Remind the users about the need to follow the agreed communications plan: While following the agreed communication plan is important, simply reminding users to adhere to it does not address the problem of low-value touchpoints. The issue lies with the content of the communication rather than the users' understanding of the plan.
Therefore, B is the most appropriate action, as it aligns with ITIL 4's principles of continual improvement and value stream optimization.

NEW QUESTION # 110
An organization is designing a value stream for restoring service to users.
At which step in value stream mapping should the user touchpoints be identified?

A. Identify the scope of the values 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 from the business standpoint

Answer: A

Explanation:
In value stream mapping, user touchpoints are identified when the scope of the value stream analysis is being defined. This initial step is critical because it outlines the start and end points of the value stream and helps identify all key interactions, including those where users engage with the service.
Defining the scope ensures that all critical user interactions (touchpoints) are identified and included in the analysis, which is essential for ensuring the value stream meets user needs efficiently.
Other steps like creating a 'to be' value stream map and reflecting on the value stream map come later in the process and focus more on optimization and future state mapping.

NEW QUESTION # 111
Reactive problem identification is based on the information about past and current incidents. Which software tools ensure that this information is available for problem identification?

A. Monitoring and event management tools
B. Knowledge management tools
C. Workflow management and collaboration tools
D. Service configuration management tools

Answer: C

Explanation:
Reactive problem identification relies heavily on the analysis of incident data to identify trends and patterns that might indicate underlying problems. Workflow management and collaboration tools often include features for:
Incident Tracking: Capturing and storing information about past and current incidents, including their details, status, and resolution steps.
Incident Analysis: Providing capabilities to search, filter, and analyze incident data to identify recurring issues or common root causes.
Collaboration: Facilitating communication and collaboration among teams involved in incident and problem management, enabling them to share insights and identify potential problems.
While other options might play a role in problem management, they are not as directly focused on providing the historical and current incident information necessary for reactive problem identification:
B . Service configuration management tools: These tools track configuration items and their relationships, which can be helpful in understanding the impact of problems, but they don't primarily focus on incident data.
C . Monitoring and event management tools: These tools focus on real-time monitoring and event correlation, which is more relevant for proactive problem identification.
D . Knowledge management tools: These tools store and manage knowledge articles and solutions, which can be helpful in resolving problems but are not the primary source of incident data for reactive identification.

NEW QUESTION # 112
How can a service desk agent recognize and understand the experience of a user?

A. Apply service empathy
B. Create a moment of truth
C. Utilize omnichannel communication
D. Effectively and efficiently triage the user query

Answer: A

Explanation:
Service empathy is the practice of recognizing and understanding a user's experience by considering their emotions and expectations. A service desk agent can apply service empathy to better handle user queries and provide a more personalized and effective resolution to incidents. This empathetic approach ensures a better understanding of the user's challenges and enhances overall service satisfaction.

NEW QUESTION # 113
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. Impact of events on the system performance
B. Performance and capacity thresholds provided by vendors
C. Information from stakeholders about business impact
D. Anomalies that are not apparent to humans

Answer: C

Explanation:
When automating monitoring and event management, it is important to understand the business context of events to prioritize actions based on their impact on the business. While the configuration management system (CMS) provides technical information about configuration items (CIs) and how they relate to services, and event and incident records provide historical data, a crucial additional source of information is direct feedback from stakeholders who can offer insights into how events affect the business.
Stakeholder Input: Stakeholders, such as service owners or business representatives, provide valuable insights into the business impact of events, which might not be fully understood from technical data alone. This helps in estimating the severity of events and deciding the appropriate response.
Option B ("Information from stakeholders about business impact") is the correct answer because stakeholder input is essential for understanding how events influence business operations.
Incrrect Options:
Option A: The impact on system performance is already covered by monitoring tools.
Option C: Vendor-provided thresholds are useful but do not provide the business context.
Option D: Anomalies are important for detecting unknown issues but are less relevant to understanding business impact.

NEW QUESTION # 114
......

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