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ITIL-4-Specialist-Monitor-Support-Fulfil Certification Materials | ITIL-4-Specialist-Monitor-Support-Fulfil Exam Topics

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Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil Exam Syllabus Topics:

Topic
Details

Topic 1

Problem Management: This section of the exam evaluates the skills of IT service managers and analysts, addressing both anticipatory and responsive facets of problem management.

Topic 2

Incident Management: This section of the exam gauges the proficiency of incident managers and support personnel, encompassing the entire lifecycle of incident management from initial detection to final resolution.

Topic 3

Monitor and Event Management: This section of the exam assesses the competencies of IT operations managers and service desk staff, focusing on the fundamentals and applications of IT service monitoring and event handling. It examines the implementation of robust monitoring systems.

Topic 4

Introduction to Monitor, Support, Fulfil: This section of the exam evaluates the capabilities of IT service management experts and explores the core concepts of Monitor, Support, and Fulfil value chain activities in the ITIL 4 framework.

Topic 5

Service Request Management: This section of the exam appraises the abilities of IT fulfillment teams to focus on the streamlined processing of service requests. It explores creating and administering service request catalogs and tactics to enhance user satisfaction.

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ITIL-4-Specialist-Monitor-Support-Fulfil Exam Topics - Passing ITIL-4-Specialist-Monitor-Support-Fulfil Score

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q141-Q146):

NEW QUESTION # 141
Which of the following is an input to the 'user query handling' process?

A. Improvement initiatives
B. Categorized user queries
C. Recorded and categorized user queries
D. Guidelines and procedures for triage

Answer: C

Explanation:
In the 'user query handling' process, the input that initiates the process is recorded and categorized user queries. Once queries from users are logged and properly categorized, they can be processed according to the guidelines and procedures in place.
Categorized user queries are an essential input because they allow the system to triage and direct them to the appropriate resources or resolutions.
Improvement initiatives and guidelines for triage are not direct inputs but rather supportive components or outputs used for process enhancement and decision-making during query handling.

NEW QUESTION # 142
What is part of the service desk agent role?

A. Creating and maintaining a healthy work culture
B. Planning the capacity and performance of the service desk team
C. Triaging user queries end taking appropriate action
D. Ensuring the workload balance between the service desk activities and involvement in other practices

Answer: C

Explanation:
The role of a Service Desk Agent in ITIL 4 focuses on being the first point of contact for users. One of the primary responsibilities of a service desk agent is to triage user queries, meaning they assess and prioritize the issues reported by users and take appropriate action to resolve them or escalate them as needed.
Triaging User Queries and Taking Appropriate Action (Answer C - Correct): This is a core responsibility of service desk agents. They are responsible for assessing the nature of incidents or requests, categorizing them, and ensuring they are either resolved or escalated to the appropriate teams. This role is crucial in ensuring timely and efficient service delivery.
Planning Capacity and Performance (Answer A - Incorrect): Planning the capacity and performance of the service desk is typically the responsibility of service desk management or leadership, not individual agents.
Ensuring Workload Balance Between Service Desk and Other Practices (Answer B - Incorrect): This is also a managerial task focused on resource management, not a specific responsibility of service desk agents.
Creating and Maintaining a Healthy Work Culture (Answer D - Incorrect): While contributing to a healthy work culture is important, this is a broader organizational goal, not a specific task assigned to service desk agents.
ITIL 4 Reference:
Service Desk Practice: The main responsibilities of service desk agents include triaging incidents, managing queries, and ensuring that issues are addressed or escalated as appropriate to maintain service levels.

NEW QUESTION # 143
Which of the following is a practice success factor for the 'service desk' practice?

A. Ensuring that multichannel communication is used and improved wherever possible
B. Overcoming the challenges associated with using web portals
C. Including service desk communication in every value stream
D. Enabling the effective integration of user communications into value streams

Answer: A

Explanation:
The 'service desk' practice in ITIL 4 focuses on providing a single point of contact between the service provider and users. It is responsible for capturing demand for incident resolution and service requests, while also being responsible for general communication across the entire organization.
A . Including service desk communication in every value stream: While communication is a key component, service desk communication is not necessarily included in every value stream. The service desk is a component of user interaction, but the success factor here focuses more on how communication is handled rather than its integration in every part of the value chain.
B . Ensuring that multichannel communication is used and improved wherever possible (Correct Answer): One of the key success factors for a service desk is to ensure that communication happens across multiple channels such as phone, email, chat, or web portal. This makes the service desk more accessible and flexible in how it interacts with users, and ITIL 4 stresses the importance of continually improving communication channels to enhance service desk effectiveness.
C . Enabling the effective integration of user communications into value streams: This option suggests that the focus is on how communications fit into value streams, but in the context of the service desk, success factors revolve more around communication quality and accessibility rather than integration into the value streams.
D . Overcoming the challenges associated with using web portals: While overcoming challenges with portals is important, it is not a broad success factor for the entire practice of the service desk. It is more specific to one communication method.
Thus, the success factor that best aligns with the goals of the service desk practice in ITIL 4 is ensuring multichannel communication and its continual improvement.

NEW QUESTION # 144
Which types of incidents do NOT usually require on individual review upon resolution?

A. Recurring incidents
B. Major Incidents
C. New types of incidents
D. Incidents not resolved in time

Answer: A

Explanation:
In ITIL 4, incidents are categorized based on their impact and urgency, and the way they are managed depends on their classification. Let's break down the various types of incidents mentioned in the question:
Recurring Incidents
(Answer A):
These are incidents that have been identified and occur frequently, often with well-documented resolutions (e.g., through a known error or workaround). Due to their recurring nature and the availability of established solutions, these incidents typically do not require an individual review upon resolution. Instead, they may be reviewed in bulk periodically or handled through predefined processes. According to the ITIL Service Operation practice, recurring incidents are often managed through Problem Management, where known errors or workarounds can be applied without requiring a detailed review every time. This makes recurring incidents the correct answer.
Major Incidents (Answer B):
Major incidents are high-impact, urgent incidents that require immediate attention and often involve significant resources. ITIL 4 specifies that major incidents should always undergo an individual review to assess the incident's cause, resolution time, and how the incident was handled to avoid future recurrences. This is part of the Post-Incident Review process outlined in the Incident Management practice, ensuring lessons are learned and improvements are made.
New Types of Incidents (Answer C):
New types of incidents are unfamiliar and do not have a predefined resolution or known error in place. These incidents typically require careful investigation and review upon resolution to ensure they were handled appropriately and to determine if any preventive measures need to be taken. ITIL 4 promotes continuous learning from such incidents to improve Knowledge Management and prevent future occurrences.
Incidents Not Resolved in Time (Answer D):
Incidents that are not resolved within the agreed time frame (Service Level Agreement breaches) are typically reviewed to understand why the service level was not met. Such incidents are important for Service Level Management to ensure that corrective actions are taken and similar delays do not occur in the future.
ITIL 4 Reference:
Incident Management Practice: ITIL emphasizes efficient handling of incidents to restore service operation quickly. Recurring incidents often have a known error and are resolved using documented procedures, hence not requiring detailed individual review each time.
Problem Management Practice: This deals with analyzing recurring incidents, identifying their root cause, and either resolving them permanently or establishing a workaround.
Service Level Management Practice: Incidents breaching the SLA (Answer D) are usually reviewed to improve performance and ensure compliance in future instances.

NEW QUESTION # 145
Why should a service provider organization identify and understand problems and their impact on services?

A. To ensure problems are continually managed until resolved
B. Because problem resolution may require significant resources
C. Because problems may cause incidents and affect service quality
D. To ensure that known errors are closed quickly

Answer: C

Explanation:
The primary reason for identifying and understanding problems and their impact is to prevent or minimize the negative effects they can have on services. Problems, if left unaddressed, can lead to recurring incidents, disruptions, and a decline in overall service quality.

NEW QUESTION # 146
......

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Day	Topics
1	Introduction to NIA, History, Importance
2	Definitions: Promissory Note, Bill of Exchange, Cheque
3	Essentials of a Negotiable Instrument
4	Presumptions under NIA (Section 118, 119)
5	Drafting Activity: Draft a Simple Promissory Note and Bill of Exchange

Day	Topics
6	Cheque — Meaning, Types, Essentials
7	Crossing of Cheques
8	Dishonour of Cheques — Law under Section 138
9	Process of Sending a Legal Notice (ingredients of a good notice)
10	Drafting Activity: Draft a Legal Notice under Section 138

Day	Topics
11	Filing of Complaint after Dishonour
12	Essentials of a Section 138 Criminal Complaint
13	Defenses available to the Accused
14	Important Judgments
15	Drafting Activity: Draft a Criminal Complaint under Section 138

Day	Topics
16	Settlement before trial: Compounding offences (Section 147)
17	Affidavit under NIA cases
18	Mock Session: Legal Notice Exchange Simulation (Role-play)
19	Drafting Activity: Draft a Settlement Agreement or Compounding Deed
20	Final Test: Oral + Written

Day	Topics
1	Introduction to IPR: Meaning, Types, Importance
2	Copyrights — Basics and Registration Process
3	Trademarks — Definition, Infringement, Passing Off
4	Patents — Patentability Criteria, Application Process
5	Drafting Activity: Draft a Copyright Registration Application

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Day	Topics
6	Trademark Filing Procedure, Objections and Hearing
7	Madrid Protocol and International Trademarks
8	Patent Specification Drafting (Provisional and Complete)
9	Licensing and Assignment of IP
10	Drafting Activity: Draft a Trademark Application and a Basic Patent Specification

Day	Topics
11	Infringement Actions: Civil and Criminal Remedies
12	Cease and Desist Notices
13	Defenses in IPR Infringement Suits
14	Passing Off and Comparative Advertising
15	Drafting Activity: Draft a Cease-and-Desist Notice for Trademark Infringement

Day	Topics
16	IP Due Diligence and Audits
17	Franchise Agreements involving IP
18	Mock Session: IP Infringement Litigation Simulation
19	Drafting Activity: Draft a Trademark Licensing Agreement
20	Final Evaluation: Portfolio Submission + Viva

Day	Topics
1	Basics of Civil Law: Definitions, Nature, Scope
2	Jurisdiction: Territorial, Pecuniary, Subject-Matter
3	Cause of Action, Limitation Act Overview
4	Parties to Suit, Framing of Issues
5	Drafting Activity: Draft a Simple Civil Suit Plaint

Neil Bell Neil Bell

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+91 92668 66676

mail@vidhiwise.com

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Course Curriculum

Negotiable Instruments Act

Course Curriculum

Intellectual Property Rights

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CIVIL LAW AND CIVIL DRAFTING