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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits - Guiding principles application |
| Topic 2: Service Desk | 15% | - Purpose, objectives and value - Structures, types and capabilities - Interaction channels and communication - Integration with other practices |
| Topic 3: Service Request Management | 20% | - Fulfilment processes, workflows and authorization - Concepts, request models and categorization - Automation and self-service - Metrics, SLAs and customer experience |
| Topic 4: Problem Management | 20% | - Root cause analysis and error control - Workarounds, known errors and knowledge - Problem identification, logging and classification - Problem vs incident, key concepts |
| Topic 5: Monitoring and Event Management | 15% | - Events, alerts and monitoring types - Availability and performance monitoring - Monitoring strategies, tools and techniques - Event processing, classification and response |
| Topic 6: Incident Management | 20% | - Roles, responsibilities and integration - Processes, activities and workflows - Automation and tooling - Key concepts, success factors and metrics |
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質問 # 16
What management practice is involved in providing users with descriptions of the service requests available to them?
正解：C
解説：
The service catalogue management practice involves maintaining a structured list or catalogue of services available to users. This includes providing clear descriptions of the services, service requests, and the options available to users.
Service catalogue management ensures that all service offerings and requests are clearly documented, communicated, and accessible to users. This helps users understand what services they can request and how to access them.
Option D ("Service catalogue management") is the correct answer, as it directly involves providing users with descriptions of available service requests.
質問 # 17
Which of the following is a possible benefit of automatically detecting and registering incidents?
正解：C
解説：
Automatically detecting and registering incidents can significantly reduce the manual workload involved in incident management, leading to increased savings. Automation can streamline processes, reduce human error, and enable faster incident resolution. By proactively identifying and logging incidents, organizations can focus resources on resolving issues rather than spending time on administrative tasks, thus improving overall operational efficiency and saving costs.
質問 # 18
An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?
正解：A
解説：
In this scenario, incident resolution times are increasing, and incidents are being transferred between multiple teams, causing delays. The best approach is to group technical specialists by product or service, allowing for faster, more efficient resolution. Group Technical Specialists by Product or Service (Answer B - Correct): Organizing teams by product or service ensures that specialists have deep knowledge of the system they are responsible for, which reduces the need to transfer incidents between teams. This setup aligns with modern development approaches like DevOps, where cross-functional teams are responsible for end-to-end service delivery and incident resolution.
質問 # 19
Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?
正解：C
解説：
At Capability Level 1, a practice is considered to achieve its purpose through a basic set of activities. For the service desk, this means it meets its essential goal of managing service requests and incidents but may not yet include more advanced or optimized processes.
質問 # 20
A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. Why will this NOT be sufficient 'monitoring and event management' capability?
正解：D
解説：
In the context of Monitoring and Event Management, ITIL 4 emphasizes the importance of monitoring not only the components visible to service consumers but also the underlying components that may not be directly visible but are critical for the overall service availability. This includes infrastructure, databases, and other back-end systems that, if compromised or unavailable, can still affect the service.
Other Components Essential for Service Availability (Answer C - Correct): Monitoring only the visible components of a service is insufficient because critical infrastructure and other underlying components may fail without being immediately visible to consumers. Effective monitoring must include all the components that contribute to the functioning of the service, even those hidden from the service consumer's view. Failure to monitor these can result in unexpected service outages.
質問 # 21
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