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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk | 15% | - Interaction channels and communication - Integration with other practices - Purpose, objectives and value - Structures, types and capabilities |
| Topic 2: Service Request Management | 20% | - Concepts, request models and categorization - Metrics, SLAs and customer experience - Automation and self-service - Fulfilment processes, workflows and authorization |
| Topic 3: Introduction & Core Concepts | 10% | - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits |
| Topic 4: Monitoring and Event Management | 15% | - Event processing, classification and response - Monitoring strategies, tools and techniques - Availability and performance monitoring - Events, alerts and monitoring types |
| Topic 5: 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 6: Incident Management | 20% | - Processes, activities and workflows - Automation and tooling - Roles, responsibilities and integration - Key concepts, success factors and metrics |
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NEW QUESTION # 60
A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream.
The problem manager is very busy and can only attend two of these workshops. Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure
Answer: C
Explanation:
The value stream focused on restoring normal service after an incident is primarily concerned with the latter stages of the incident lifecycle. Let's break down why:
Incident detection and registration (1 & 2): These are the initial stages of incident management, where the focus is on identifying and logging the incident. While important, they don't directly contribute to restoring service.
Incident resolution (3): This is where the actual work to fix the underlying issue and restore service takes place. The problem manager's expertise in identifying and addressing root causes can be invaluable in this stage.
Incident closure (4): This involves verifying that the service has been restored, documenting the resolution, and conducting any necessary follow-up actions. The problem manager can contribute to ensuring that the problem has been adequately addressed and preventive measures are in place. Therefore, the problem manager should attend workshops 3 and 4, as these are the stages where their expertise and involvement will be most beneficial in improving the value stream for restoring normal service.
NEW QUESTION # 61
Which activity is MOST closely associated with the monitoring and event management practice?
Answer: B
Explanation:
Monitoring and event management focuses on observing services and infrastructure to detect significant events and changes in status. Identifying meaningful state changes enables timely responses before users experience service degradation. Prioritization, authorization, and service design activities belong primarily to other ITIL practices.
NEW QUESTION # 62
Which of the following is a correct statement about active monitoring in the context of the monitoring and event management practice?
Answer: C
Explanation:
Active monitoring refers to continuously checking the status of configuration items (CIs) and other components, regardless of whether an event has occurred. This type of monitoring proactively looks for potential issues by continuously evaluating the state of systems and services, unlike passive monitoring, which only reacts when an event is triggered.
Active Monitoring: This involves actively probing or querying systems to check their status, even if no event has occurred. It helps in detecting issues before they manifest into problems.
Option C ("Active monitoring takes place whether an event has occurred or not") is the correct answer because active monitoring involves continuous checks, independent of event occurrence.
NEW QUESTION # 63
Which practice provides `service health criteria' as an input to the `monitoring planning' process?
Answer: A
Explanation:
The availability management practice is responsible for ensuring that services meet agreed availability levels and that the service health criteria are met. These criteria are used as inputs for the monitoring planning process to ensure services are monitored in alignment with agreed availability requirements.
Service design focuses on creating the architecture and specifications, but the health criteria for monitoring are more directly aligned with availability. Capacity and performance management deals with performance levels, but not specifically with service health for monitoring.
Service catalogue management is about maintaining service information, not defining health criteria for monitoring.
NEW QUESTION # 64
A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?
Answer: C
Explanation:
Workflow management and collaboration tools are used to track and manage the different statuses of problems, including problems under investigation and known errors. These tools help ensure that problems and known errors are handled using predefined workflows, allowing for clear separation of records. This also ensures that problems are moved through the correct processes until they are either resolved or logged as known errors.
Monitoring and event management tools track events and incidents but are not specifically designed for managing problem records.
Knowledge management tools store and provide access to information but do not manage workflows.
Service configuration management tools manage the configuration of services and assets, but they do not directly manage problem and known error records.
NEW QUESTION # 65
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