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| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Problem Management - Monitoring and Event Management - Service Request Management - Service Desk Practice - Incident Management |
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NEW QUESTION # 190
Which of the following is a possible benefit of automatically detecting and registering incidents?
Answer: A
Explanation:
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.
NEW QUESTION # 191
Which activity is NOT part of the service request review and optimization process?
Answer: D
Explanation:
The service request review and optimization process focuses on assessing, improving, and optimizing the workflows related to service requests. The key activities include analyzing metrics, identifying improvement opportunities, and communicating updates to stakeholders. Reviewing metrics and registering improvements are standard steps in the optimization process to ensure service requests are handled efficiently.
Communicating updates to stakeholders is necessary to ensure alignment and smooth transition of optimized service request models.
Option D ("Enacting the procedures to fulfil the request") is not part of the optimization process.
This refers to operational activities rather than reviewing or optimizing the process.
NEW QUESTION # 192
Although many events are captured and processed automatically, some require a human response. Which software tools are MOST important for effective joint work of IT teams responding to events?
Answer: C
Explanation:
When human responses are required for events, workflow management and collaboration tools are essential for the effective joint work of IT teams. These tools help coordinate tasks, ensure proper handoffs, and facilitate communication between teams, making it easier to manage incidents and events that require manual intervention.
NEW QUESTION # 193
An organization is implement a new service configuration management system. How will monitoring and event management practice benefit from it?
Answer: B
Explanation:
In ITIL 4, a Service Configuration Management System (CMS) contains information about configuration items (CIs) and their relationships. This data is crucial for the Monitoring and Event Management practice, particularly for supporting event correlation, which involves linking events to the configuration items affected by those events.
Event Correlation (Answer B - Correct): The CMS provides detailed information about the relationships between different CIs, which can be used to correlate events. For example, if multiple components fail, the system can help identify how these failures are connected. This capability helps reduce noise from redundant alerts and enables faster identification of the root cause of incidents.
NEW QUESTION # 194
An organization receives thousands of monitoring alerts daily. Most alerts never require action.
What should be improved FIRST?
Answer: C
Explanation:
Large volumes of non-actionable alerts create alert fatigue and reduce operational effectiveness.
Improving event filtering and correlation ensures that only meaningful events generate attention.
This helps support teams focus on genuine issues and improves detection efficiency. Incident categorization and knowledge management are secondary concerns in this scenario.
NEW QUESTION # 195
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