ITIL-4-MSF 無料問題集「Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil」

（A）Increase manual workload

（B）Reduce user access to services

（C）Improve efficiency and user experience

（D）Eliminate governance controls

（A）The customer is unhappy with the service level agreement

（B）Service level agreement is breached

（C）A specialist thinks that the service is not operating normally

（D）Users perceiving the situation as abnormal

（A）Expertise in monitoring tools

（B）Knowledge of the event logging procedures

（C）Understanding service value for stakeholders

（D）Expertise in automation

（A）The practice systematically achieves its purpose through a basic set of activities

（B）The practice is well defined and achieves its purpose in an organized way

（C）The practice is performed as initial or intuitive

（D）The practice is continually improving organizational capabilities associated with its purpose

（A）Because it is important monitor development and teat environments

（B）Because most technology components include monitoring and event management capabilities by default

（C）Because other components may be essential for the service to be available

（D）Because the wrong stakeholders may have been consulted

（A）Level 5

（B）Level 3

（C）Level 2

（D）Level 4

（A）To systematically observe services and service components, and record and report selected changes of state

（B）To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents

（C）To minimize the negative impact of incidents by restoring normal service operation as quickly possible

（D）To ensure that the demand tor incident resolution and service requests is captured

（A）Teams that share responsibility should celebrate heroes and should nut slime successes awl failures

（B）Teams that share responsibility cannot have only one person that sees an Incident through to resolution

（C）Teams that share responsibility should bounce incidents between them and other teams

（D）Teams that share responsibility should be encouraged to engage experienced people in the process

（A）Detected events are interpreted and acted upon, where relevant

（B）The responsibility for the approach to monitoring and event management is clearly defined

（C）The monitoring data is available when needed and meets the user requirements

（D）The quality of monitoring data is measured and reported

（A）Business impact on service consumers

（B）The number and frequency of related incidents

（C）Service level agreements for problem resolution

（D）Technical impact on applications or infrastructure

（A）Service requests ere fulfilled according to user satisfaction

（B）Service request procedures are optimized

（C）Service request procedures are automated

（D）Service request fulfilment is performed in line with the agreed procedures