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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	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.
トピック 2	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.
トピック 3	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.
トピック 4	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.
トピック 5	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.

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam 認定 ITIL-4-Specialist-Monitor-Support-Fulfil 試験問題 (Q21-Q26):

質問 # 21
Which activity of the 'service desk optimization' process ensures that change request are raised where necessary?

A. Service desk improvement Initiation
B. Triage the user query and initiate the appropriate activities
C. Service desk improvement communication
D. service desk review

正解：D

解説：
In the service desk optimization process, a service desk review identifies areas where improvements or changes are needed. If issues or inefficiencies are discovered that require structural or procedural changes, a change request is raised as part of this review process.
Service desk improvement initiation involves starting improvements, but the review process is where the need for change requests is identified.
Service desk improvement communication is about informing stakeholders of improvements, not initiating change requests.
Triage is focused on user queries and does not directly relate to raising change requests for service desk optimization.

質問 # 22
The request catalogue is a part of what other source of information?

A. The service catalogue
B. Service level agreements
C. The service desk
D. Service request models

正解：A

解説：
The request catalogue is a subset of the service catalogue, which contains detailed information about all services available to users, including how to make service requests. The service catalogue provides a comprehensive view of services and their request options, ensuring users know how to access the services they need.

質問 # 23
The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?

A. Level 3
B. Level 4
C. Level 2
D. Level 5

正解：B

解説：
At capability level 4, the use of an integrated information system is critical for ensuring that service request management is optimized and continually improving. At this level, organizations focus on enhancing their processes by integrating systems that streamline service request management, providing seamless tracking, fulfillment, and automation across the service lifecycle.
Integrated Information System: This ensures that all data related to service requests is centralized and easily accessible, enabling efficient management and continuous improvement of the service request process.
Option C ("Level 4") is the correct answer because it represents a level where integrated systems support the optimization and continual improvement of the practice.
Incorrect Options:
Option A (Level 2): This level focuses on basic organization and does not require integrated systems.
Option B (Level 3): This level involves more structured processes but still lacks the advanced integration seen at Level 4.
Option D (Level 5): This is not a standard ITIL level for service request management capabilities.

質問 # 24
Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?

A. Trends are analysed and used to predict the event occurrence
B. The monitoring data is available when needed and meets the user requirements
C. The responsibility for the approach to monitoring and event management is clearly defined
D. The key users of the monitoring data and their requirements are identified

正解：B

解説：
In the ITIL 4 framework, ensuring that events are detected, interpreted, and acted upon quickly is a critical aspect of the "Monitoring and Event Management" practice. The success of this practice hinges on the availability of relevant monitoring data when needed and its alignment with user requirements.
The capability criterion that supports this practice focuses on the timely availability and relevance of monitoring data. If the data is not available or does not meet the needs of the users, it will hinder the ability to respond swiftly and accurately to events. Therefore, ensuring that the monitoring data is consistently available and relevant is crucial to detecting, interpreting, and acting on events as they occur.
Other options:
B . Responsibility for the approach is defined: While important, this option focuses on process ownership rather than the immediate availability of data.
C . Identifying key users and their requirements: Identifying users is essential but does not directly support the criterion of fast response.
D . Trends are analyzed: Trend analysis helps in long-term predictions, but this does not directly support real-time event handling.

質問 # 25
Which statement about the third-parties role in incident management is CORRECT?

A. Interactions with third parties during incident management should be formalized as much as possible
B. Incident models should define third parties' involvement in incident management
C. Incident management activities should be delegated to third parties as much as possible
D. Third parties should be excluded from incident management activities

正解：B

解説：
In ITIL 4, incident models provide predefined steps for handling incidents, including the roles and responsibilities of third parties. It is important that these models define how and when third parties are involved in incident management, ensuring their contribution is clear and that the process is efficient and effective.
Excluding third parties (Option A) is incorrect, as third parties often play a critical role, especially in complex services that involve external providers.
Delegating incident management (Option C) to third parties is only appropriate in specific contexts and not a general best practice.
While formalizing interactions (Option D) is important, it is secondary to clearly defining third-party roles in incident models.

質問 # 26
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