The appropriate service request model is chosen as pad or which activity of the‘service request fulfillment control process?
An organization is designing a value stream for restoring service to users.
At which step in valuestream mapping should the user touchpoints be identified?
Which is a challenge of the monitoring and event management practice in a modern IT environment?
What is the MOST important factor to consider when deciding how to mitigate problems?
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?
During self-assessment of the ‘monitoring and event management’ practice capability, what should be considered as evidence of the capability level3?
The service request management team structures are usually the same as for what other practice?
What will MOST help a service provider to adopt swarming to support their problem management practice?
A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?
Which of the following statements provides the BEST reason for applying a workaround?
An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?
Which of the following capability criteria supports the practice success factor of 'continually improving incident management'?
A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?
A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?
A service provider wants to automatically create records and tasks if certain events happen. These can be incident records, maintenance tasks, change records, and others. Which automation system should the service provider use for this?
Which specific skill is required by a service desk manager when performance the activity ‘defining the objectives of monitoring?
What management practice is involved in providing users with descriptions of the service requests available to them?
What is usually included in a problem record when it is created, for both reactive and proactive problem identification?
An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?
It is important for a service provider to understand user’s feelings, emotions, and needs. Which service capability supports this?
Which capability criterion supports the practice success factor ‘ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?
The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident management value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?
Which activity is part of the ‘service request review and optimization’ process?
Which practice provides ‘service health criteria’ as an input to the ‘monitoring planning’ process?
What is both a key input and a key output of the 'service request fulfilment control' process?
A service management team has understood the benefits of value streams and has already mapped the current incident management value stream. What should be the NEXT step for the service management team to take?
Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?
Which third party contribution to problem management should NOT be documented in a problem model?
What should the service request management practice handle in order to support the agreed quality of a service?
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 TWO requirements are important when selecting a third-party tool to support problem management?
1. Cross team collaboration
2. Changeable impact or categorization
3. Known error records not the same as problem records
4. Problems automatically closed when related incidents are closed
A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?
An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?
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'?
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'?
The problem manager has been invited to a workshop for people who contribute to the initial incident diagnosis activity of the value stream that is used to restore normal service after an incident.
Which other TWO managers is it important to invite to this workshop?
1. The manager responsible for testing the service
2. The manager responsible for incident management
3. The manager responsible for knowledge management
4. The manager responsible for monitoring and event management
Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?
Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?