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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil 認定試験の出題範囲：
トピック
出題範囲
トピック 1
- 問題管理: 試験のこのセクションでは、問題管理の予測的側面と対応的側面の両方を取り上げ、IT サービス マネージャーとアナリストのスキルを評価します。
トピック 2
- サービス リクエスト管理: 試験のこのセクションでは、IT フルフィルメント チームがサービス リクエストの効率的な処理に重点を置く能力を評価します。サービス リクエスト カタログの作成と管理、およびユーザー満足度を高めるための戦術について学習します。
トピック 3
- 監視、サポート、実現の概要: 試験のこのセクションでは、IT サービス管理の専門家の能力を評価し、ITIL 4 フレームワークにおける監視、サポート、実現のバリュー チェーン アクティビティの中核概念を探ります。
トピック 4
- 監視およびイベント管理: この試験セクションでは、IT サービスの監視とイベント処理の基礎と応用に重点を置き、IT 運用管理者とサービス デスク スタッフの能力を評価します。堅牢な監視システムの実装を検査します。
トピック 5
- インシデント管理: この試験セクションでは、最初の検出から最終的な解決までのインシデント管理のライフサイクル全体を網羅するインシデント マネージャーとサポート担当者の能力を評価します。
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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam 認定 ITIL-4-Specialist-Monitor-Support-Fulfil 試験問題 (Q33-Q38):
質問 # 33
What is both a key input and a key output of the 'service request fulfilment control' process?
- A. Service request models
- B. Fulfilment actions records and reports
- C. Service level agreements
- D. User satisfaction surveys
正解：A
解説：
Service request models serve as both a key input and a key output of the 'service request fulfillment control' process. Let's explore why:
Key Input:
Service request models define the standardized procedures and workflows for fulfilling various types of service requests. They act as a blueprint for the fulfillment process.
Key Output:
The 'service request fulfillment control' process might involve reviewing and updating existing service request models based on feedback, performance data, or changes in service offerings.
Let's analyze why other options are not the best fit:
A . Service level agreements (SLAs): SLAs define the agreed-upon service levels for fulfilling service requests, but they are not directly modified or created during the fulfillment control process itself.
B . User satisfaction surveys: These provide feedback on the fulfillment process but are not a direct input or output of the control process.
D . Fulfillment actions records and reports: These document the actions taken during fulfillment but are not the central focus of the control process.
In conclusion: Service request models are essential for guiding the fulfillment process and are also subject to review and improvement based on the outcomes of that process, making them both a key input and a key output of 'service request fulfillment control.'
質問 # 34
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?
- A. Support of end-to-end value streams
- B. Work hours planning and reporting
- C. Support of service request models
- D. Available and convenient self-service
正解：D
解説：
The issue described involves users being unable to effectively fulfill their portion of service requests, leading to delays and dissatisfaction. In this case, an available and convenient self-service portal is crucial. It allows users to easily complete their part of the request fulfillment process without needing assistance from the service provider. Self-service capabilities reduce delays and improve the user experience, ensuring that users can fulfill requests independently.
Self-Service Portals: These portals empower users by providing easy access to service request options and support for completing their portion of the request fulfillment.
Option D ("Available and convenient self-service") is the correct answer because a well-designed self-service portal can address the issue of users struggling with fulfilling their requests independently.
Incorrect Options:
Option A: Service request models define processes but do not directly address user participation.
Option B: End-to-end value streams are important but do not specifically address the user-facing issue of self-service.
Option C: Work hours planning relates to staff schedules, not to user satisfaction with self-service.
質問 # 35
How can partners and suppliers support the monitoring and event management practice?
- A. By benchmarking service performance against SLAs agreed with customers
- B. By building event generation capabilities into their product's operating system
- C. By defining which informational events require immediate action
- D. By providing incident management tools
正解：B
解説：
Partners and suppliers can support the monitoring and event management practice by integrating event generation capabilities into their products, allowing the organization to monitor and manage events more effectively. This allows systems to automatically generate and report events based on predefined triggers, facilitating proactive management.
Event Generation: By building event generation capabilities into their products, suppliers ensure that critical events are automatically detected and reported, supporting the organization's monitoring efforts.
Option A ("By building event generation capabilities into their product's operating system") is the correct answer because it directly supports the ability to monitor systems effectively through automated event generation.
Incorrect Options:
Option B: Defining which events require immediate action is part of internal event handling, not a supplier's responsibility.
Option C: Benchmarking performance is useful but not directly related to event management.
Option D: Providing incident management tools supports incident resolution, not event generation.
質問 # 36
What is a capability criterion for the service request management practice which is related to the 'information and technology' dimension of service management?
- A. Qualified human resources are available to manage service requests
- B. Service request fulfilment procedures are monitored to show their effectiveness
- C. Third-party services needed to fulfil service requests are available
- D. Communication solutions needed to fulfil service requests have been implemented
正解：D
質問 # 37
Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?
- A. Survey tools
- B. Workflow management tools
- C. Work prioritization tools
- D. Reporting tools
正解：B
解説：
Workflow management tools help integrate the service desk with other practices in the service provider's value streams by automating and managing the flow of tasks and information across different ITIL practices. These tools ensure that incidents, service requests, and changes flow seamlessly between the service desk and other functions such as incident management, problem management, and change enablement.
Workflow management tools ensure that tasks are assigned, monitored, and completed efficiently, promoting integration between service desk operations and other processes within the organization's service value system.
Survey tools and reporting tools are used for gathering feedback and generating insights, but they don't actively manage or integrate workflows between practices.
Work prioritization tools assist in task prioritization but don't facilitate integration between different practices in the value stream.
質問 # 38
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