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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q90-Q95):

NEW QUESTION # 90
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?

A. Level 2
B. Level 3
C. Level 1
D. Level 4

Answer: B

Explanation:
Capability levels in ITIL describe how well a practice is structured and integrated within an organization. For the service desk practice, the capabilities range from ad-hoc (Level 1) to highly optimized and continually improving (Level 4).
Level 1 (Initial): The practice is informal, unstructured, and inconsistent.
Level 2 (Basic): The practice starts to systematically achieve its purpose but may lack refinement.
Level 3 (Defined and Organized): The practice is well-defined, with clear roles and responsibilities. There is effective collaboration with other teams, and the practice operates in a coordinated and organized manner, which aligns with the description provided in the question.
Level 4 (Optimized and Continually Improving): The practice not only achieves its purpose but is continually optimized.
Since the question mentions a "dedicated team of skilled agents" that "effectively interacts with other teams and practices," this suggests a well-defined and organized level, which corresponds to Level 3 (Defined and Organized).

NEW QUESTION # 91
An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?

A. Use swarming to optimize resolution of unusual and major incidents
B. Ensure effective integration with service desk, change enablement, and problem management
C. Motivate team members to document and share their knowledge
D. Assess business impact even if there are no directly affected users yet

Answer: A

Explanation:
Swarming involves bringing together a group of experts from different teams to collaborate on resolving complex or high-priority incidents. This approach allows for rapid response and collective problem-solving, which is particularly useful for handling unusual and major incidents. It avoids the traditional escalation model, where incidents are passed from one team to another, potentially slowing down resolution.
Swarming: This method is highly effective in addressing complex incidents by leveraging the collective knowledge and expertise of multiple teams.
Option C ("Use swarming to optimize resolution of unusual and major incidents") is the best option because it helps optimize incident resolution for complex and high-impact incidents.
Incorrect Optis:
Option A: While integration with other practices is important, swarming directly addresses the complexity of incidents.
Option B: Assessing business impact is valuable but doesn't directly optimize incident handling.
Option D: Documenting and sharing knowledge is important for long-term improvement but doesn't immediately address incident resolution.

NEW QUESTION # 92
Which activity is NOT part of the service request review and optimization process?

A. Enacting the procedures to fulfil the request
B. Reviewing metrics related to service requests
C. Communicating the updated service request models to stakeholders
D. Registering suggested improvements to service request models

Answer: A

Explanation:
The service request review and optimization process focuses on assessing, improving, and optimizing the workflows related to service requests. The key activities include analyzing metrics, identifying improvement opportunities, and communicating updates to stakeholders.
Reviewing metrics and registering improvements are standard steps in the optimization process to ensure service requests are handled efficiently.
Communicating updates to stakeholders is necessary to ensure alignment and smooth transition of optimized service request models.
Option D ("Enacting the procedures to fulfil the request") is not part of the optimization process. This refers to operational activities rather than reviewing or optimizing the process.

NEW QUESTION # 93
Which of the following is a benefit of utilizing incident models?

A. Reducing the impact of an incident when a full resolution is unavailable
B. Optimizing the handling of novel incidents
C. Reducing the technical debt created by incident workarounds
D. Optimizing the handling of repeating incidents

Answer: D

Explanation:
An incident model defines the steps to handle a particular type of incident in a standardized way. This is particularly beneficial for repeating incidents, as it ensures that these incidents are handled consistently and efficiently, reducing the time and effort required to resolve them. Incident models provide a structured approach to incident management, making it easier to handle common incidents.
Incident Models: These models streamline the process of handling recurring incidents by defining predefined steps and actions, ensuring quick and consistent resolution.
Option C ("Optimizing the handling of repeating incidents") is the correct answer because incident models are designed to improve the efficiency of dealing with frequent incidents.
Incorrect Optios:
Option A: Incident models are not typically used for novel incidents, which require more flexible approaches.
Option B: Reducing the impact of an incident when a full resolution is unavailable is more related to incident workarounds.
Option D: Incident models do not directly reduce technical debt; this is more related to managing workarounds and problem management.

NEW QUESTION # 94
How can a service desk agent recognize and understand the experience of a user?

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

Answer: B

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 # 95
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