최신Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil - ITIL-4-MSF무료샘플문제
문제1
An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling?
An organization with different types of customers operates in several markets. Services are technically complex and require experts from many teams in order to resolve incidents. The organization wants to reorganize its teams to improve incident management. What is the BEST approach for the organization to use in order to improve incident handling?
정답: A
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문제2
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?
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?
정답: C
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문제3
An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?
An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?
정답: A
문제4
A support analyst restores a failed application service after restarting a middleware component.
The root cause is still unknown. Which term BEST describes the situation?
A support analyst restores a failed application service after restarting a middleware component.
The root cause is still unknown. Which term BEST describes the situation?
정답: C
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문제5
A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?
A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?
정답: C
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문제6
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?
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?
정답: D
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문제7
Why is the monitoring provided by default for a configuration item not always right for a specific organization?
Why is the monitoring provided by default for a configuration item not always right for a specific organization?
정답: B
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문제8
How can partners and suppliers support the service desk practice?
How can partners and suppliers support the service desk practice?
정답: D
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문제9
A service provider supports an international customer organization with users in many countries.
The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?
A service provider supports an international customer organization with users in many countries.
The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?
정답: D
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문제10
A service owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?
A service owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?
정답: C
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문제11
Which situation MOST likely requires functional escalation?
Which situation MOST likely requires functional escalation?
정답: B
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문제12
An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?
An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?
정답: D
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문제13
Why should an organization use workarounds?
Why should an organization use workarounds?
정답: B
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문제14
What is both a key input and a key output of the 'service request fulfilment control' process?
What is both a key input and a key output of the 'service request fulfilment control' process?
정답: C
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