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| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Monitoring and Event Management - Incident Management - Service Desk Practice - Problem Management - Service Request Management |
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NEW QUESTION # 44
What should be the FIRST step in investigating a problem that was identified by reactive problem identification?
Answer: B
Explanation:
When a problem is identified through reactive problem identification, the first step is to understand which configuration items (CIs) may have errors. This allows for accurate diagnosis of the underlying issue. By pinpointing the affected CIs, problem management can then proceed with further analysis to identify the root cause and potential solutions.
Understanding Configuration Items: Investigating which CIs are involved helps narrow down the scope of the problem and provides insight into what might be causing the issue.
Option D ("Understand which configuration items may have errors") is the correct answer because identifying the affected CIs is a crucial first step in reactive problem management.
NEW QUESTION # 45
A recurring issue has an identified root cause and documented workaround. What is it called?
Answer: D
Explanation:
A known error exists when the root cause of a problem has been identified and documented, often along with a workaround. This information enables faster incident resolution while a permanent fix is being planned or implemented. It supports efficient operational support.
NEW QUESTION # 46
Which activity belongs to request fulfillment rather than incident management?
Answer: C
Explanation:
Providing a new laptop is a user request involving a planned service offering. Request fulfillment handles such activities through predefined procedures. Incident management focuses on restoring disrupted services, while provisioning resources is generally not related to service failure recovery.
NEW QUESTION # 47
A support team uses a knowledge base containing verified troubleshooting procedures. What is the PRIMARY benefit?
Answer: B
Explanation:
Verified knowledge articles help analysts resolve incidents consistently and efficiently. Access to proven troubleshooting procedures reduces resolution times, improves user satisfaction, and decreases dependency on individual expertise. Knowledge management supports support practices but does not eliminate incidents or replace monitoring capabilities.
NEW QUESTION # 48
A monitoring tool reports that a critical business service is unavailable, but users have not yet reported any issues. What should support teams do?
Answer: B
Explanation:
Monitoring systems often detect failures before users notice them. Critical service outages should trigger immediate investigation and response activities to minimize business impact. Waiting for user reports delays recovery efforts and increases the likelihood of service disruption affecting customers and stakeholders.
NEW QUESTION # 49
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