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Free ITIL-4-Specialist-Monitor-Support-Fulfil Exam Braindumps (page: 9)

Page 8 of 43
PDF with 166 Questions

Which activity is part of the `service request review and optimization' process?

  1. Selecting the appropriate service request model
  2. Registering suggested Improvements to service request models
  3. Enacting the procedures to fulfill the request
  4. Deciding on whether to fulfil exceptions lo standard service requests

Answer(s): B

Explanation:

In the service request review and optimization process, one of the key activities is registering suggested improvements to the service request models. This ensures that the service request process evolves and improves over time based on user feedback and operational efficiency analysis. Selecting the appropriate service request model happens during request categorization, not review and optimization.
Enacting procedures to fulfill the request is part of the execution phase, not the review process. Deciding on exceptions is not a typical activity within the optimization process, which is more focused on enhancing and refining the standard models.



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?

  1. Request categorization
  2. Ad hoc fulfilment control
  3. Service request modal update communication
  4. Service request model improvement initiation

Answer(s): D

Explanation:

A service owner's knowledge of available tools and methods is particularly useful in the service request model improvement initiation process. ITIL 4 emphasizes the continuous improvement of practices, including service request management. The service owner plays a crucial role in identifying opportunities for improving the efficiency and effectiveness of service request models. Service Request Model Improvement Initiation (Answer D - Correct): Knowledge of tools and methods enables the service owner to assess current service request models and identify areas for improvement. This knowledge helps in optimizing workflows, automating repetitive tasks, and ensuring the service request process is efficient and aligned with user needs. Request Categorization (Answer A - Incorrect): Categorization involves assigning service requests to predefined categories based on their nature, but it doesn't necessarily require deep knowledge of tools and methods.
Ad Hoc Fulfillment Control (Answer B - Incorrect): While knowledge of tools may assist with ad hoc fulfillment, this activity is not directly related to service request model improvement. Service Request Model Update Communication (Answer C - Incorrect): Communicating updates about service request models is important but does not rely heavily on a deep understanding of tools and methods for improving the model.


Reference:

Service Request Management Practice: ITIL encourages continuous improvement in service request models, and having a good understanding of tools and methods helps initiate these improvements.



Which role or team usually perform the initial operational actions on service requests?

  1. Service desk
  2. Specialized technician
  3. Problem manager
  4. Change manager

Answer(s): A

Explanation:

In ITIL 4, the Service Desk is the first point of contact for users and typically performs the initial operational actions on service requests. The service desk is responsible for handling a variety of user requests, including incidents, service requests, and inquiries, and ensures that these are either fulfilled or routed to the appropriate team.
Service Desk (Answer A - Correct): The service desk handles initial interactions with users and is responsible for logging, categorizing, and taking the first actions on service requests. They may fulfill simple requests directly or escalate more complex requests to specialized teams. Specialized Technician (Answer B - Incorrect): Specialized technicians are usually involved in the fulfillment of more complex requests, but the initial actions are handled by the service desk. Problem Manager (Answer C - Incorrect): The problem manager is responsible for handling problems, not service requests, and is usually involved after incidents are escalated due to unresolved underlying issues.
Change Manager (Answer D - Incorrect): The change manager handles change requests but is not involved in the initial operational actions of service requests.


Reference:

Service Desk Practice: The service desk is the primary role responsible for initial service request actions, ensuring that requests are appropriately logged and managed.



Fulfilment of service requests can be constrained by third parties.
Where can users and customers find Information about these constraints?

  1. Service level agreements
  2. Service request catalogue
  3. Service request model
  4. CMDB

Answer(s): A

Explanation:

Information about constraints on service request fulfillment, including those imposed by third parties, is typically found in Service Level Agreements (SLAs). SLAs define the agreed-upon levels of service, including response times, resolution times, and any constraints or dependencies that may affect service fulfillment.
Service Level Agreements (Answer A - Correct): SLAs document the terms of service between the service provider and the customer, including the limitations and constraints imposed by third parties.

This ensures that both the provider and the customer are aware of potential delays or issues that could arise due to third-party involvement.
Service Request Catalogue (Answer B - Incorrect): The service request catalogue lists the available services and requests but does not typically detail constraints related to third parties. Service Request Model (Answer C - Incorrect): Service request models outline the steps to fulfill specific service requests but do not usually contain detailed information about third-party constraints.
CMDB (Answer D - Incorrect): The Configuration Management Database (CMDB) contains information about configuration items (CIs) and their relationships, but it is not the primary source for details on third-party constraints affecting service request fulfillment.


Reference:

Service Level Management Practice: SLAs include details about service constraints and obligations, ensuring transparency between service providers and customers regarding service fulfillment expectations.






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