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Free ITIL-4-Specialist-Monitor-Support-Fulfil Exam Braindumps (page: 12)

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PDF with 166 Questions

An organization is implement a new service configuration management system. How will monitoring and event management practice benefit from it?

  1. The system will support collaboration between teams
  2. The system will support event correlation
  3. The system will help to manage tasks
  4. The system will support practice measurement and reporting

Answer(s): B

Explanation:

In ITIL 4, a Service Configuration Management System (CMS) contains information about configuration items (CIs) and their relationships. This data is crucial for the Monitoring and Event Management practice, particularly for supporting event correlation, which involves linking events to the configuration items affected by those events.
Event Correlation (Answer B - Correct): The CMS provides detailed information about the relationships between different CIs, which can be used to correlate events. For example, if multiple components fail, the system can help identify how these failures are connected. This capability helps reduce noise from redundant alerts and enables faster identification of the root cause of incidents. Collaboration Between Teams (Answer A - Incorrect): While a CMS can help with collaboration by providing shared access to information, this is not the primary benefit for the Monitoring and Event

Management practice.
Task Management (Answer C - Incorrect): A CMS is primarily used to store information about configuration items, not to manage tasks. Task management would be handled by other tools like project management or IT service management platforms. Practice Measurement and Reporting (Answer D - Incorrect): Although a CMS can contribute to reporting, this is not its primary role in supporting the Monitoring and Event Management practice.


Reference:

Monitoring and Event Management Practice: Event correlation is a key capability for managing incidents and preventing outages, which is enhanced by the detailed data stored in a CMS.



What can be used to help the service provider assess user experience of a user service?

  1. An event correlation
  2. A rule set
  3. A health model
  4. A monitoring action plan

Answer(s): C

Explanation:

A health model in ITIL 4 refers to a comprehensive understanding of how various components of a service perform in relation to user expectations. By using a health model, a service provider can assess the overall user experience and determine whether the service meets performance standards. Health Model (Answer C - Correct): A health model provides insights into the status of key service components and how they affect the user experience. By comparing actual performance data with desired outcomes, the provider can make informed decisions on service improvements. Event Correlation (Answer A - Incorrect): Event correlation links related events but does not directly assess user experience.
Rule Set (Answer B - Incorrect): A rule set may be used to define thresholds for system alerts but does not directly assess user experience.
Monitoring Action Plan (Answer D - Incorrect): This refers to the strategy for monitoring activities, but it is not specifically designed to measure or assess user experience.


Reference:

Monitoring and Event Management Practice: The health model is a tool for understanding the impact of service health on user experience, allowing for continuous improvement of services.



A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to `tech' the AI. However, some human input is required.
What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider's members?

  1. Impact of events on the system performance
  2. Performance and capacity thresholds
  3. Impact of events on the service and business context
  4. Anomalies that arc not apparent to humans

Answer(s): C

Explanation:

Artificial Intelligence (AI) can automate event correlation and impact assessment, but human input is still required to assess the business context and the impact on services.
While AI can handle technical aspects like system performance and capacity thresholds, understanding how events affect the business and services requires human expertise.
Impact of Events on the Service and Business Context (Answer C - Correct): Human input is crucial for understanding how technical events affect business operations. For instance, the same technical event (e.g., a server failure) could have different business impacts depending on which services are affected and the time of occurrence.
Impact of Events on System Performance (Answer A - Incorrect): System performance data can be easily assessed by AI without much human intervention. Performance and Capacity Thresholds (Answer B - Incorrect): These are typically predefined and can be managed automatically by AI without significant human input. Anomalies Not Apparent to Humans (Answer D - Incorrect): AI is typically better than humans at detecting subtle anomalies, so this would not require human input.


Reference:

Monitoring and Event Management Practice: AI can help automate event correlation, but human input is needed to assess the broader business implications of technical events.



Which capability criterion supports the practice success factor `ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

  1. The responsibility for the approach to monitoring and event management is clearly defined
  2. Events am usually detected immediately after they occur
  3. The monitoring and event management approach Is regularly reviewed and continually improved
  4. The Key users of the monitoring data and their requirements are identified

Answer(s): D

Explanation:

For the Monitoring and Event Management practice to be successful, it is essential to ensure that timely, relevant, and sufficient monitoring data is available to stakeholders. Identifying the key users of the data and their specific needs is crucial to ensure the data collected is meaningful and actionable.
Key Users and Their Requirements Identified (Answer D - Correct): By understanding who uses the monitoring data (e.g., system administrators, service desk teams, or business leaders) and what information they need, the service provider can tailor the monitoring setup to provide timely and relevant insights. This supports decision-making and ensures that the monitoring data fulfills its intended purpose.

Responsibility for Monitoring Approach (Answer A - Incorrect): Defining responsibility is important, but it does not directly address the need for ensuring timely and relevant data for all stakeholders. Immediate Detection of Events (Answer B - Incorrect): Detecting events quickly is important but does not directly relate to ensuring data relevance for stakeholders. Regular Review and Continual Improvement (Answer C - Incorrect): While reviewing and improving the approach is essential, the key to success lies in ensuring that stakeholders' specific data needs are met.


Reference:

Monitoring and Event Management Practice: Ensuring that the right stakeholders receive the data they need is a critical component of this practice's success.






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