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| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Service Request Management - Service Desk Practice - Incident Management - Monitoring and Event Management - Problem Management |
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NEW QUESTION # 89
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 # 90
What is used to minimize the negative impact of an event?
Answer: B
Explanation:
A monitoring action plan outlines the specific steps to be taken when a particular event or set of events occurs. These plans are designed to:
Minimize impact: By having predefined actions, the response to an event can be swift and targeted, reducing the potential negative consequences.
Provide guidance: Action plans ensure that everyone involved knows what to do, avoiding confusion and delays.
Enable proactive response: In some cases, action plans might include steps to be taken before an event fully materializes, potentially preventing it altogether.
NEW QUESTION # 91
An organization is improving its service desk practice. How should the organization use the guiding principle 'start where you are'?
Answer: B
Explanation:
The ITIL 4 guiding principle "Start Where You Are" emphasizes leveraging existing resources, processes, and capabilities before introducing new ones. When an organization is improving its Service Desk practice, it should assess what is already working and build upon those foundations rather than starting from scratch.
Establish a Clear Communication Channel but Use the Procedures that are Currently Available (Answer C - Correct): In line with the "Start Where You Are" principle, the organization should first assess and improve the current communication channels rather than immediately replacing them.
By using the existing procedures that have proven effective, the organization can introduce improvements without disrupting ongoing operations. This gradual and practical approach ensures that any enhancements are made with a clear understanding of what is already in place.
NEW QUESTION # 92
Which event type normally requires no immediate action?
Answer: B
NEW QUESTION # 93
Reactive problem identification is based on the information about past and current incidents.
Which software tools ensure that this information is available for problem identification?
Answer: A
Explanation:
Reactive problem identification relies heavily on the analysis of incident data to identify trends and patterns that might indicate underlying problems. Workflow management and collaboration tools often include features for:
Incident Tracking: Capturing and storing information about past and current incidents, including their details, status, and resolution steps.
Incident Analysis: Providing capabilities to search, filter, and analyze incident data to identify recurring issues or common root causes.
Collaboration: Facilitating communication and collaboration among teams involved in incident and problem management, enabling them to share insights and identify potential problems.
NEW QUESTION # 94
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