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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Problem identification, logging and classification - Root cause analysis and error control - Problem vs incident, key concepts - Workarounds, known errors and knowledge |
| Topic 2: Service Desk | 15% | - Integration with other practices - Interaction channels and communication - Structures, types and capabilities - Purpose, objectives and value |
| Topic 3: Monitoring and Event Management | 15% | - Availability and performance monitoring - Event processing, classification and response - Monitoring strategies, tools and techniques - Events, alerts and monitoring types |
| Topic 4: Service Request Management | 20% | - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience - Concepts, request models and categorization - Automation and self-service |
| Topic 5: Incident Management | 20% | - Key concepts, success factors and metrics - Processes, activities and workflows - Roles, responsibilities and integration - Automation and tooling |
| Topic 6: Introduction & Core Concepts | 10% | - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices - Guiding principles application |
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質問 # 117
A service provider is implementing a new service configuration management system. How will problem management benefit from it?
正解：B
解説：
A service configuration management system (CMS) provides accurate and reliable information about the configuration of services and their relationships, including known error records. For Problem Management, the CMS helps track problems, known errors, and workarounds effectively. It ensures that the necessary data is available to manage these records and keep them up to date, facilitating problem resolution and ensuring that workarounds remain effective.
質問 # 118
Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?
正解：A
質問 # 119
Which of the following is NOT a benefit of knowing the current status of services and service components?
正解：D
解説：
While knowing the current status of services and service components provides several operational benefits, filtering monitoring data is not directly a benefit of knowing the status.
Instead, it relates to the capabilities of the monitoring tools themselves, which are designed to help manage and process large amounts of data. The primary benefits of knowing the status include responding to events, optimizing performance, and preventing future incidents.
質問 # 120
Which of the following BEST describes a service request?
正解：C
解説：
A service request is defined in ITIL 4 as a formal request from a user that initiates an agreed service action. This is typically for things such as access to services, information, or a change in the existing services. It follows a standardized process and is designed to help fulfill routine user needs.
質問 # 121
The service request management team structures are usually the same as for what other practice?
正解：A
解説：
The service request management team structure is often similar to that of the incident management practice. Both practices involve handling user interactions, managing user expectations, and ensuring swift and effective resolution of issues (in the case of incidents) or fulfillment of requests (in the case of service requests).
Shared Team Structures: Since both practices require similar processes--capturing, categorizing, and managing requests or incidents--many organizations use the same or similar team structures for both practices to optimize efficiency.
Option B ("Incident management") is the correct answer because the workflow and team structures often overlap with service request management, as both deal with managing user- facing interactions.
質問 # 122
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