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Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions (Q124-Q129):
NEW QUESTION # 124
Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?
- A. Active monitoring takes place whether an event has occurred or not
- B. Active monitoring takes place when a defined set of conditions have been met
- C. In active monitoring CIs report the event when it occurs
- D. Active monitoring takes place only when an event occurs
Answer: A
Explanation:
Active monitoring refers to continuously checking the status of configuration items (CIs) and other components, regardless of whether an event has occurred. This type of monitoring proactively looks for potential issues by continuously evaluating the state of systems and services, unlike passive monitoring, which only reacts when an event is triggered.
Active Monitoring: This involves actively probing or querying systems to check their status, even if no event has occurred. It helps in detecting issues before they manifest into problems.
Option C ("Active monitoring takes place whether an event has occurred or not") is the correct answer because active monitoring involves continuous checks, independent of event occurrence.
NEW QUESTION # 125
During self-assessment of the `monitoring and event management' practice capability, what should be considered as evidence of the capability level3?
- A. Integration of monitoring and event management into service value streams
- B. Agreed processes, roles and responsibilities
- C. Regular reporting on the practice performance
- D. Regularly conducted practice reviews
Answer: A
Explanation:
At capability level 3 in the ITIL maturity model, practices like monitoring and event management are integrated into service value streams, ensuring that they are part of the broader process of value creation. This integration indicates a mature and well-functioning capability.
NEW QUESTION # 126
A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.
How can automation of problem management support the team in this situation?
- A. By supporting the problem management metrics
- B. By supporting automated correlation of incidents
- C. By supporting integration with change records
- D. By supporting problem diagnosis with machine learning
Answer: B
Explanation:
In ITIL 4, automation plays a key role in supporting Problem Management, particularly in situations involving unresolved known errors. Automated tools can assist in correlating incidents that share the same root cause, helping to identify patterns and recurring issues. This is particularly useful when a team needs to monitor known errors and regularly review them to ensure the validity of impact assessments and workarounds.
The automated correlation of incidents can quickly link multiple incidents to the same known error, reducing manual intervention and speeding up the resolution process. This ensures the team can effectively prevent future incidents and keep the workarounds valid by detecting early signs of potential problems.
NEW QUESTION # 127
A service desk team notices that several users repeatedly report slow response times from a customer portal. Monitoring tools indicate occasional spikes in database latency, but service levels are still technically being met. What should the service desk do FIRST?
- A. Escalate directly to problem management
- B. Record and correlate the incidents for trend analysis
- C. Ignore the reports because SLAs are met
- D. Request immediate infrastructure replacement
Answer: B
Explanation:
Even when SLAs are not breached, recurring user complaints may indicate an emerging issue.
The service desk should accurately log and correlate incidents to identify patterns and support further investigation. Immediate escalation or costly replacement may be premature without evidence. Trend analysis helps determine whether a deeper problem exists and supports informed decision-making.
NEW QUESTION # 128
Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?
- A. Acknowledge and record the user query
- B. Validate the user query
- C. Informal ion packaging
- D. Triage the user query and inmate the appropriate activities
Answer: D
Explanation:
In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams.
Acknowledging and recording the query is an important step but does not lead directly to resolution. Information packaging typically refers to preparing information for the user, often following resolution.
Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.
NEW QUESTION # 129
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