Questions for the ITIL 4 SPECIALIST MONITOR SUPPORT FULFIL were updated on : Dec 01 ,2025
When a specialist performing proactive problem identification decides NOT to register a problem,
they may also decide NOT to notify the initiator of the problem. What is the usual reason for this?
C
Explanation:
When a problem has not caused any incidents, the specialist may decide not to register or notify the
initiator. This approach is based on the proactive identification of potential issues that have yet to
impact the service. Since the problem has not resulted in any service disruptions, it may be
deprioritized or monitored without immediate escalation.
What problem management process or activity is MOST LIKELY to have a dependency on third
parties?
D
Explanation:
Error control is most likely to have a dependency on third parties, especially when the errors are
related to third-party software or services. This process involves managing known errors and may
require input from vendors or suppliers to provide patches, updates, or other fixes. As a result,
coordination with external partners is often essential in resolving such issues.
Which of the following is the BEST description of problem prioritization?
D
Explanation:
Problem prioritization refers to the process of determining which problems should be addressed first
based on their impact, urgency, and available resources. This becomes particularly important when
resources are insufficient to address all problems simultaneously. Prioritization helps ensure that the
most critical problems, which could have the highest business impact, are dealt with promptly.
How should an organization BEST assess how well problem management is contributing to the
organization's success?
A
Explanation:
The most effective way to assess the contribution of problem management to an organization's
success is to use the key performance indicators (KPIs) defined in the relevant practice guide (e.g.,
ITIL 4). These KPIs are designed to measure the effectiveness and efficiency of problem management
processes and their impact on service quality and overall organizational goals.
Why should a service provider organization identify and understand problems and their impact on
services?
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.
Reactive problem identification is based on the information about past and current incidents. Which
software tools ensure that this information is available for problem identification?
A
Explanation:
Reactive problem identification relies heavily on the analysis of incident data to identify trends and
patterns that might indicate underlying problems. Workflow management and collaboration tools
often include features for:
Incident Tracking: Capturing and storing information about past and current incidents, including their
details, status, and resolution steps.
Incident Analysis: Providing capabilities to search, filter, and analyze incident data to identify
recurring issues or common root causes.
Collaboration: Facilitating communication and collaboration among teams involved in incident and
problem management, enabling them to share insights and identify potential problems.
While other options might play a role in problem management, they are not as directly focused on
providing the historical and current incident information necessary for reactive problem
identification:
B . Service configuration management tools: These tools track configuration items and their
relationships, which can be helpful in understanding the impact of problems, but they don't primarily
focus on incident data.
C . Monitoring and event management tools: These tools focus on real-time monitoring and event
correlation, which is more relevant for proactive problem identification.
D . Knowledge management tools: These tools store and manage knowledge articles and solutions,
which can be helpful in resolving problems but are not the primary source of incident data for
reactive identification.
A service provider is running workshops to improve the value stream that is used to restore normal
service after an incident. Each workshop will discuss one activity from the value stream. The problem
manager is very busy and can only attend two of these workshops.
Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure
C
Explanation:
The value stream focused on restoring normal service after an incident is primarily concerned with
the latter stages of the incident lifecycle. Let's break down why:
Incident detection and registration (1 & 2): These are the initial stages of incident management,
where the focus is on identifying and logging the incident. While important, they don't directly
contribute to restoring service.
Incident resolution (3): This is where the actual work to fix the underlying issue and restore service
takes place. The problem manager's expertise in identifying and addressing root causes can be
invaluable in this stage.
Incident closure (4): This involves verifying that the service has been restored, documenting the
resolution, and conducting any necessary follow-up actions. The problem manager can contribute to
ensuring that the problem has been adequately addressed and preventive measures are in place.
Therefore, the problem manager should attend workshops 3 and 4, as these are the stages where
their expertise and involvement will be most beneficial in improving the value stream for restoring
normal service.
A service provider aims to improve the use of solutions for incidents found during problem
investigation. Which software tools will help the service provider to achieve this?
A
Explanation:
To improve the use of solutions for incidents identified during problem investigations, knowledge
management tools are essential. These tools allow organizations to document and share solutions
across teams, ensuring that similar incidents are resolved more quickly in the future by leveraging
previously identified solutions. Knowledge management fosters continuous learning and enables
better, faster incident resolution.
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
Explanation:
For proactive problem identification, the ability to correlate and analyze data from incident
management records is crucial. By integrating problem management tools with incident
management, the organization can detect patterns of recurring incidents, helping identify potential
problems before they escalate. Automation capabilities that link these two practices will allow the
service provider to enhance its proactive problem management capabilities, focusing on long-term
solutions to reduce incident occurrence.
What will MOST help a service provider to adopt swarming to support their problem management
practice?
A
Explanation:
Adopting a new approach like swarming can be challenging, especially if the service provider has
limited experience with it. Consulting services from experts who specialize in swarming can provide
valuable guidance and support, including:
Understanding the swarming approach: Consultants can help the service provider understand the
principles, benefits, and challenges of swarming.
Adapting swarming to the organization: Consultants can help tailor the swarming approach to the
specific context of the service provider's problem management practice and organizational culture.
Implementing swarming effectively: Consultants can provide guidance on best practices for
implementing swarming, including tools, processes, and communication strategies.
Overcoming challenges: Consultants can help the service provider anticipate and address potential
challenges during the adoption and implementation of swarming.
While other options might be helpful, they are not as directly impactful in supporting the adoption of
swarming:
B . Formal definition of the role for the problem manager: While a clear role definition is important,
it doesn't directly address the challenges of adopting a new approach like swarming.
C . Delegation of swarming management to a problem coordinator: This might be part of the
swarming implementation, but it doesn't provide the expertise and guidance that consultants can
offer.
D . Linking problem records to incident records: This is good practice in problem management but
doesn't directly relate to adopting swarming
What should be the FIRST step in investigating a problem that was identified by reactive problem
identification?
D
Explanation:
When a problem is identified through reactive problem identification, the first step is to understand
which configuration items (CIs) may have errors. This allows for accurate diagnosis of the underlying
issue. By pinpointing the affected CIs, problem management can then proceed with further analysis
to identify the root cause and potential solutions.
Understanding Configuration Items: Investigating which CIs are involved helps narrow down the
scope of the problem and provides insight into what might be causing the issue.
Option D ("Understand which configuration items may have errors") is the correct answer because
identifying the affected CIs is a crucial first step in reactive problem management.
Incorrect Options:
Option A: A known error is created after the problem is fully analyzed.
Option B: Solving the problem comes after understanding the affected CIs.
Option C: Submitting a change request occurs later in the problem resolution process.
A service provider has been utilizing some monitoring and event management capabilities for years,
but never had an integrated approach to the practice. Different teams use different monitoring tools
to detect and handle events in their areas of responsibility. What should be the FIRST step for the
service provider to establish and automate an integrated monitoring and event management
practice?
A
Explanation:
The first step in establishing and automating an integrated monitoring and event management
practice is to define a strategy. A well-defined strategy ensures that all teams are aligned, using
standardized processes and tools for event detection, handling, and resolution. Without a strategy, it
would be difficult to achieve the integration and automation needed across different teams using
different tools.
Strategy for Monitoring and Event Management: This strategy will guide how monitoring tools are
selected, integrated, and used consistently across the organization, ensuring all teams follow a
unified approach.
Option A ("Define a strategy for monitoring and event management") is the correct answer because
it lays the foundation for integrating and automating the practice.
Incorrect Options:
Option B: Machine learning can help detect patterns but is not the first step in creating an integrated
approach.
Option C: Artificial intelligence is useful later in the process, once the system is integrated.
Option D: Decentralized monitoring would work against integration, as it perpetuates siloed efforts.
What is used to minimize the negative impact of an event?
D
Explanation:
A monitoring action plan outlines the specific steps to be taken when a particular event or set of
events occurs. These plans are designed to:
Minimize impact: By having predefined actions, the response to an event can be swift and targeted,
reducing the potential negative consequences.
Provide guidance: Action plans ensure that everyone involved knows what to do, avoiding confusion
and delays.
Enable proactive response: In some cases, action plans might include steps to be taken before an
event fully materializes, potentially preventing it altogether.
Let's consider the other options:
A . An event correlation: This is the process of linking related events together to gain a better
understanding of the situation, but it doesn't directly minimize the impact.
B . A rule set: Rule sets define the criteria for triggering alerts or actions based on events, but they
are not the actions themselves.
C . A health model: This provides a baseline for normal system behavior, aiding in identifying
anomalies, but it doesn't outline specific actions to take.
Although many events are captured and processed automatically, some require a human response.
Which software tools are MOST important for effective joint work of IT teams responding to events?
C
Explanation:
When human responses are required for events, workflow management and collaboration tools are
essential for the effective joint work of IT teams. These tools help coordinate tasks, ensure proper
handoffs, and facilitate communication between teams, making it easier to manage incidents and
events that require manual intervention.
Which capability criterion supports the practice success factor 'establishing and maintaining
approaches/models that describe the various types of events and monitoring capabilities needed to
detect them'?
A
Explanation:
For the success factor of establishing and maintaining models that describe events and monitoring
capabilities, it is critical to identify the key users of the monitoring data and understand their
requirements. This ensures that the monitoring approach is tailored to meet the specific needs of
those who will act on the data, thus improving the effectiveness of the monitoring and event
management process.