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What is part of the service desk agent role?
What is part of the service desk agent role?A . Planning the capacity and performance of the service desk teamB . Ensuring the workload balance between the service desk activities and involvement in other practicesC . Triaging user queries end taking appropriate actionD . Creating and maintaining a healthy work...
The manager responsible for monitoring and event management
The manager responsible for monitoring and event managementA . 1 and 2B . 2 and 3C . 3 and 4D . 1 and 4View AnswerAnswer: B Explanation: In a workshop aimed at contributing to initial incident diagnosis, it is essential to involve the incident management and knowledge management managers. The...
During self-assessment of the ‘monitoring and event management’ practice capability, what should be considered as evidence of the capability level3?
During self-assessment of the ‘monitoring and event management’ practice capability, what should be considered as evidence of the capability level3?A . Integration of monitoring and event management into service value streamsB . Agreed processes, roles and responsibilitiesC . Regularly conducted practice reviewsD . Regular reporting on the practice performanceView AnswerAnswer:...
Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?
An organization is designing a value stream for communicating planned outages to users. Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?A . Using the 'to be' value stream map to plan improvementsB . Define the purpose of the value...
Which incident management capability criteria must be fulfilled to achieve capability level 5?
Which incident management capability criteria must be fulfilled to achieve capability level 5?A . The users and other relevant stakeholders know how to report incidents and report them as soon as possibleB . Incidents ate usually detected immediately after they occurC . The effectiveness of incident detection is regularly reviewed...
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?A . Problems may cause incidents that have an Impact on third partiesB . Third parties am responsible for problem categorization and Impart analysisC . Errors in third-party products may cause problemsD . Service...
Which practice provides ‘service health criteria’ as an input to the ‘monitoring planning’ process?
Which practice provides ‘service health criteria’ as an input to the ‘monitoring planning’ process?A . Service designB . Availability managementC . Capacity and performance managementD . Service catalogue managementView AnswerAnswer: B Explanation: The availability management practice is responsible for ensuring that services meet agreed availability levels and that the service...
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?A . Problems may cause incidents that have an Impact on third partiesB . Third parties am responsible for problem categorization and Impart analysisC . Errors in third-party products may cause problemsD . Service...
Which capability criterion supports the practice success factor ‘ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?
Which capability criterion supports the practice success factor ‘ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?A . The responsibility for the approach to monitoring and event management is clearly definedB . Events am usually detected immediately after they occurC . The monitoring and event management...
What is considered an incident?
What is considered an incident?A . Inability to assign resources to all tasks in the backlogB . Reduction in the quality of a serviceC . Planned interruption to a serviceD . End-users having to use self-help toolsView AnswerAnswer: B Explanation: An incident in ITIL 4 is defined as an unplanned...
