ITIL-4-Specialist-Monitor-Support-Fulfil 試験問題を無料オンラインアクセス

A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

• A.Integration with knowledge bases
• B.Integration with incident management records
• C.Separation of problem control and error control
• D.Practice measurement and reporting

What is a key input to the service request fulfillment control process?

• A.Policies regulatory requirements
• B.Service request Queries
• C.User survey insults
• D.Fulfilled service requests

Which of the following is an input to the 'communicating to users' process?

• A.Previous incident, problem and change records
• B.Communication reports
• C.Technology opportunities
• D.Guidelines and procedures for triage

A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

• A.The system will help to integrate service desk into value streams
• B.The system will help to report the practice performance
• C.The system will help to manage user query records
• D.The system will help to collect user feedback

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.Available and convenient self-service
• B.Work hours planning and reporting
• C.Support of service request models
• D.Support of end-to-end value streams