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How should automation of problem management support the team in this situation?
A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly...
Which is a practice success factor for the service desk practice?
Which is a practice success factor for the service desk practice?A . Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its usersB . Overcoming the challenge of the limited scalability or voice and video cell channelsC . Enabling and continually Improving effective, efficient, and...
What should a service provider do when human resources to establish problem modes are not available?
What should a service provider do when human resources to establish problem modes are not available?A . Consider using a third-party consulting service to help develop problem modelsB . Postphone problem management activities until the resources are availableC . Delegate creation or problem models to a problem coordinatorD . Create...
At which step in value stream mapping should the user touchpoints be identified?
An organization is designing a value stream for restoring service to users. At which step in value stream mapping should the user touchpoints be identified?A . Identify the scope of the values stream analysisB . Reflect on the value stream mapC . Create a 'to be’ value stream mapD ....
Which specific skill is required by a service desk manager when performance the activity ‘defining the objectives of monitoring?
Which specific skill is required by a service desk manager when performance the activity ‘defining the objectives of monitoring?A . Knowledge of the event logging proceduresB . Understanding service value for stakeholdersC . Expertise in monitoring toolsD . Expertise in automationView AnswerAnswer: B Explanation: When defining the objectives of monitoring,...
How is service configuration management system used for incident handling and resolution?
How is service configuration management system used for incident handling and resolution?A . It helps to detect incidentsB . It supports Incident classificationC . It helps to manage modem recordsD . It supports collection of user's feedbackView AnswerAnswer: B Explanation: The Service Configuration Management System (CMS), or Configuration Management Database...
Which role or team usually perform the initial operational actions on service requests?
Which role or team usually perform the initial operational actions on service requests?A . Service deskB . Specialized technicianC . Problem managerD . Change managerView AnswerAnswer: A Explanation: In ITIL 4, the Service Desk is the first point of contact for users and typically performs the initial operational actions on...
What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider’s members?
A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to ‘tech’ the AI. However, some human input is required. What aspect of correlation and impact analysis are MOST LIKELY to need...
Which activity of the ‘user query handling’ process will result in the service desk agent resolving the query at first line?
Which activity of the ‘user query handling’ process will result in the service desk agent resolving the query at first line?A . Acknowledge and record the user queryB . Informal ion packagingC . Triage the user query and inmate the appropriate activitiesD . Validate the user queryView AnswerAnswer: C Explanation:...
Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?
Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?A . Service request procedures are automatedB . Service request fulfilment is performed in line with the agreed proceduresC . Service request procedures are optimizedD . Service requests ere fulfilled according to user satisfactionView...
