ITIL ITIL4 Specialist - Monitor and Support and Fulfil - ITIL4 Specialist: Monitor, Support and Fulfil Exam
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Total 113 questions
Question #11 (Topic: Exam A)
Which of the following is NOT automatically discovered for automatically detected and processed incidents?
A. Swarming requirements
B. Available solutions
C. Incident impact
D. Responsible teams
Answer: A
Question #12 (Topic: Exam A)
Which of the following criteria supports the practice success factor of detecting incidents early?
A. The users and other relevant stakeholders know how to report incidents and report them as soon as possible
B. Information about incident resolution is tracked and managed in an integrated information system
C. The approach to incident management is defined, discussed, and agreed at the relevant level of the organization
D. The effectiveness of the incident management approach is measured and reported
Answer: A
Question #13 (Topic: Exam A)
Which of the following provides a seamless communication experience to users?
A. Service empathy
B. Omnichannel communication
C. Multichannel communication
D. Moment of truth
Answer: B
Question #14 (Topic: Exam A)
What factor will MOST influence the choice of service desk communication channel?
A. Culture and diversity of service provider staff
B. Service relationship automation
C. Service provider technology use patterns
D. Service relationship type
Answer: D
Question #15 (Topic: Exam A)
How can partners and suppliers support the service desk practice?
A. By providing consultancy on how to build the service desk team
B. By mandating that all users utilize self-help portals
C. By influencing the demand for incident resolution and service requests
D. By providing problem management tools
Answer: A
