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Which of the following describes the purpose of the service desk practice desk practice?
Which of the following describes the purpose of the service desk practice desk practice?A . To ensure that the demand tor incident resolution and service requests is capturedB . To minimize the negative impact of incidents by restoring normal service operation as quickly possibleC . To reduce the likelihood and...
How will monitoring and event management practice benefit from it?
An organization is implement a new service configuration management system. How will monitoring and event management practice benefit from it?A . The system will support collaboration between teamsB . The system will support event correlationC . The system will help to manage tasksD . The system will support practice measurement...
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...
What can be used to help the service provider assess user experience of a user service?
What can be used to help the service provider assess user experience of a user service?A . An event correlationB . A rule setC . A health modelD . A monitoring action planView AnswerAnswer: C Explanation: A health model in ITIL 4 refers to a comprehensive understanding of how various...
What is a CORRECT statement about the handling of events?
What is a CORRECT statement about the handling of events?A . A single set or control actions should be established for all event classesB . A set of control actions should define immediate response to informational eventsC . incidents should be registered in response to instructional eventsD . Events require...
Which activity of the ‘service desk optimization’ process ensures that change request are raised where necessary?
Which activity of the ‘service desk optimization’ process ensures that change request are raised where necessary?A . Service desk improvement communicationB . service desk reviewC . Triage the user query and initiate the appropriate activitiesD . Service desk improvement InitiationView AnswerAnswer: B Explanation: In the service desk optimization process, a...
Which of the following statement is CORRECT?
The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream. Which of the following statement is CORRECT?A . Incident management should be involved in all value streams.B . Only the incident...
In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?
In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?A . Incident classificationB . Incident detectionC . Incident registrationD . Incident diagnosisView AnswerAnswer: B Explanation: In the incident handling and resolution process, the service desk agent...
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?
A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers. Which capability of the...
What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?
What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?A . Incident diagnosisB . Incident classificationC . Incident resolutionD . Incident detectionView AnswerAnswer: B Explanation: The first step in the Incident Management process after detecting an...
