ITIL Updated ITIL-4-Specialist-Monitor-Support-Fulfil Exam Questions and Answers by hawa

When an organization is just starting withProblem Management, the best first step is to focus on identifying and resolving problems in critical services. ITIL 4 emphasizes a practical, iterative approach to adopting new practices.

Identify Problems in Critical Services (Answer D - Correct):Starting with critical services helps the organization focus on the most impactful areas and gain experience with problem management. This approach aligns with ITIL’s principle ofstarting where you areby addressing existing issues and building the practice incrementally.

Define Detailed Workflows (Answer A - Incorrect):Defining detailed workflows can come later once the organization has gained some experience in problem management. Initially, it’s more important to focus on addressing key problems.

Define a Broad Scope (Answer B - Incorrect):Starting with a wide scope might overwhelm the organization. Focusing on critical services is a more practical approach when beginning problem management.

Look at Backlogs and Links (Answer C - Incorrect):While analyzing backlogs and links to incidents and changes is important, it’s not the best first step when starting problem management from scratch.

ITIL 4 References:

Problem Management Practice:ITIL encourages organizations to start small and address the most critical problems first, gradually building the practice.

Thefulfilment reviewstage of the service request fulfilment process is where user satisfaction is most likely to be measured. At this point, the organization evaluates whether the service request was handled effectively, ensuring that the user’s expectations were met and gathering feedback for continuous improvement​​.

In ITIL 4, thepractice success factorof "establishing and maintaining approaches/models" refers to defining the strategies and models for event detection and monitoring. Ensuring that the responsibility for the approach tomonitoring and event managementis clearly defined is critical for successful implementation.

Defined Responsibility: By clearly assigning responsibility for monitoring and event management, the organization ensures that the approaches and models for detecting events are well-established, maintained, and aligned with business needs.

Option B ("The responsibility for the approach to monitoring and event management is clearly defined")is the correct answer because it supports the success factor by ensuring accountability and clarity in establishing event detection models​​.

Incorrect Options:

Option A: While interpreting and acting on events is important, it comes after the approach has been established.

Option C: Measuring the quality of monitoring data is part of continual improvement, not the initial establishment of models.

Option D: Availability of data is crucial but pertains more to operational concerns than to the establishment of approaches.