最新的Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil - ITIL-4-MSF免費考試真題
Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?
正確答案: D
說明：（僅 Fast2test 成員可見）
The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream. Which of the following statement is CORRECT?
正確答案: B
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Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?
正確答案: C
說明：（僅 Fast2test 成員可見）
Which role or team usually perform the initial operational actions on service requests?
正確答案: D
說明：（僅 Fast2test 成員可見）
An organization is implement a new service configuration management system. How will monitoring and event management practice benefit from it?
正確答案: C
說明：（僅 Fast2test 成員可見）
A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure
正確答案: C
說明：（僅 Fast2test 成員可見）
When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?
正確答案: B
說明：（僅 Fast2test 成員可見）
A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?
正確答案: C
說明：（僅 Fast2test 成員可見）
What is the MOST LIKELY reason to involve third parties in the service provider's problem management practice?
正確答案: D
說明：（僅 Fast2test 成員可見）
Which activity belongs to request fulfillment rather than incident management?
正確答案: D
說明：（僅 Fast2test 成員可見）
What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?
正確答案: A
說明：（僅 Fast2test 成員可見）
Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes
1. Problems
2. Service requests
3. Incidents
4. Changes
正確答案: B
說明：（僅 Fast2test 成員可見）