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  • Exam Name: ITIL 4 Specialist: Monitor, Support, FulfilExam
  • Last Update: 08-Oct-2024
  • Questions and Answers: 166
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ITIL-4-Specialist-Monitor-Support-Fulfil Questions and Answers

Question # 1

An organization is designing a value stream for restoring service to users.

At which step in valuestream mapping should the user touchpoints be identified?

A.

Identify the scope of the values stream analysis

B.

Reflect on the value stream map

C.

Create a 'to be’ value stream map

D.

Define the purpose of the value stream from the business standpoint

Question # 2

It is important for a service provider to understand user’s feelings, emotions, and needs. Which service capability supports this?

A.

Assurance

B.

Service empathy

C.

Omnichannel communication

D.

Moment of truth

Question # 3

What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

A.

Problem workaround

B.

Incidents requiring a root cause analysis

C.

Associated configuration items

D.

Problem solution

Question # 4

Which of the following roles is typically the request initiator in the service request management practice?

A.

Any user or authorized user representative

B.

Product Owner

C.

Service owner

D.

Technical specialist

Question # 5

Which problem management process has inputs from external user and professional communicates?

A.

Problem control

B.

Error control

C.

Proactive problem identification

D.

Reactive problem identification

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