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Free ITIL-4-Specialist-Monitor-Support-Fulfil Exam Braindumps (page: 8)

Page 7 of 43
PDF with 166 Questions

The appropriate service request model is chosen as pad or which activity of the `service request fulfillment control process?

  1. Service request model initiation and control
  2. Request categorization
  3. Ad hoc fulfilment control
  4. Fulfil merit review

Answer(s): B

Explanation:

In the service request fulfillment control process, the appropriate service request model is chosen during the request categorization activity. Categorizing the request helps determine the correct model or procedure to follow for fulfilling the request efficiently and appropriately. This ensures that the service request is aligned with pre-defined workflows, contributing to consistency and efficiency in handling similar types of requests.
Service request model initiation and control refers to starting and managing the model, but the categorization determines which model is appropriate.
Ad hoc fulfilment control and fulfilment review occur after the model has been selected.



Which activity of the `service desk optimization' process ensures that change request are raised where necessary?

  1. Service desk improvement communication
  2. service desk review
  3. Triage the user query and initiate the appropriate activities
  4. Service desk improvement Initiation

Answer(s): B

Explanation:

In the service desk optimization process, a service desk review identifies areas where improvements or changes are needed. If issues or inefficiencies are discovered that require structural or procedural changes, a change request is raised as part of this review process. Service desk improvement initiation involves starting improvements, but the review process is where the need for change requests is identified.
Service desk improvement communication is about informing stakeholders of improvements, not initiating change requests.
Triage is focused on user queries and does not directly relate to raising change requests for service desk optimization.



If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

  1. Level 1
  2. Level 2
  3. Level 3
  4. Level 4

Answer(s): B

Explanation:

If an organization's service request management practice only partially achieves its purpose, it would be classified at Level 2 on the ITIL maturity model. At this level, processes are documented but are not consistently followed or integrated into the organizational culture. This leads to the practice being performed inconsistently or in an ad-hoc manner. Level 1 represents an initial, chaotic process, while Level 3 and Level 4 reflect higher maturity with more consistent and optimized processes.



Which of the following BEST describes a service request?

  1. A set of details about service requests which is made available to users
  2. A standardized approach to the fulfilment of a service request type
  3. A request from a user to initiate an agreed service action
  4. A required functional component of the service request management practice

Answer(s): C

Explanation:

A service request is defined in ITIL 4 as a formal request from a user that initiates an agreed service action. This is typically for things such as access to services, information, or a change in the existing services. It follows a standardized process and is designed to help fulfill routine user needs. Option B, while close, refers to the standardized approach, which is part of the process but not the actual service request.
Option A describes the availability of details about service requests, but that does not define the request itself.

Option D refers to a broader concept of the service request management practice, but not the specific definition of a service request.






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