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Which software tools will help to achieve this?
A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?A . Monitoring and event management toolsB . Knowledge management lootsC . Service configuration management toolsD . Workflow management and collaboration toolsView AnswerAnswer: D Explanation: Workflow management and...
Which of the following is the BEST description for events?
Which of the following is the BEST description for events?A . Configuration item's change o! state that can be observedB . Configuration item's change of state that has significance for the management of a serviceC . Configuration item's change of state that might lead to financial lossesD . Configuration item's...
What is a benefit of a health model?
What is a benefit of a health model?A . It defines how events messages are processed and evaluatedB . It suggests actions to minimize negative impact of an eventC . It provides a list of prioritized monitoring objectivesD . It allows to monitor services from the user experience perspectiveView AnswerAnswer:...
How should the organization use the guiding principle 'start where you are'?
An organization is improving its service desk practice. How should the organization use the guiding principle 'start where you are'?A . Standardize operations and automate processes where possibleB . Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizationsC . Establish...
Which service capability supports this?
It is important for a service provider to understand user’s feelings, emotions, and needs. Which service capability supports this?A . AssuranceB . Service empathyC . Omnichannel communicationD . Moment of truthView AnswerAnswer: B Explanation: ITIL 4 recognizes the importance of understanding users' emotions, feelings, and needs to provide better service...
Why will this NOT be sufficient 'monitoring and event management' capability?
A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?A . Because the wrong stakeholders may have been consultedB . Because most technology components include monitoring and event...
Why should an organization use workarounds?
Why should an organization use workarounds?A . To manage Backlog accumulated by choosing temporary solutionsB . To help identify problems that have been analysed but not resolvedC . To reduce or eliminate the impact of problems that cannot be resolvedD . To ensure that problems are investigatedView AnswerAnswer: C Explanation:...
What should be the FIRST step for the organization to take?
An organization is not currently doing problem management, and is trying to decide how to get started. What should be the FIRST step for the organization to take?A . Define detailed workflows and activities for the problem managementB . Define a scope for problem management that includes a wide range...
Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?
Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?A . It is not important to ensure third parties' adherence to organization's policies.B . It is not important to integrate third parties into incident Information exchange workflows.C . It is important to ensure...
Which of the following statements a CORRECT?
An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals. Which of the following statements a CORRECT?A . Teams that share responsibility cannot...
