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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: Monitoring and Event Management | 15% | - Monitoring strategies, tools and techniques - Availability and performance monitoring - Event processing, classification and response - Events, alerts and monitoring types |
| Topic 3: Problem Management | 20% | - Workarounds, known errors and knowledge - Problem identification, logging and classification - Root cause analysis and error control - Problem vs incident, key concepts |
| Topic 4: Service Request Management | 20% | - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience - Automation and self-service - Concepts, request models and categorization |
| Topic 5: Service Desk | 15% | - Interaction channels and communication - Purpose, objectives and value - Structures, types and capabilities - Integration with other practices |
| Topic 6: Incident Management | 20% | - Automation and tooling - Processes, activities and workflows - Key concepts, success factors and metrics - Roles, responsibilities and integration |
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NEW QUESTION # 18
What is NOT a potential reason for registering an incident?
Answer: A
Explanation:
Being unhappy with the service level agreement (SLA) is not a valid reason for registering an incident. An incident is an unplanned interruption to a service or reduction in the quality of a service, whereas dissatisfaction with an SLA would be managed through other processes like service level management or complaints handling.
Users perceiving a situation as abnormal, a breach of SLA, and a specialist identifying a service issue are valid reasons for registering an incident.
NEW QUESTION # 19
What practice enables the early detection of incidents?
Answer: A
Explanation:
The Monitoring and Event Management practice is designed to monitor services and components in real-time to detect events and respond accordingly. This practice allows for the early detection of incidents, which can then be addressed before they escalate and affect service performance.
Monitoring and Event Management (Answer A - Correct): This practice helps detect incidents by monitoring the health of systems and identifying deviations from normal operation. It triggers alerts when events occur that could indicate an incident, allowing for early detection and resolution.
NEW QUESTION # 20
How does the service request management practice achieve its purpose of supporting the agreed quality of a service?
Answer: C
Explanation:
The purpose of the service request management practice is to support the agreed quality of a service by effectively handling user queries and ensuring that all pre-defined, user-initiated service actions are completed. This ensures that services are delivered according to agreed standards, leading to higher user satisfaction and more consistent service delivery.
NEW QUESTION # 21
What will MOST help a service provider to adopt swarming to support their problem management practice?
Answer: A
Explanation:
Adopting a new approach like swarming can be challenging, especially if the service provider has limited experience with it. Consulting services from experts who specialize in swarming can provide valuable guidance and support, including:
Understanding the swarming approach: Consultants can help the service provider understand the principles, benefits, and challenges of swarming.
Adapting swarming to the organization: Consultants can help tailor the swarming approach to the specific context of the service provider's problem management practice and organizational culture. Implementing swarming effectively: Consultants can provide guidance on best practices for implementing swarming, including tools, processes, and communication strategies.
Overcoming challenges: Consultants can help the service provider anticipate and address potential challenges during the adoption and implementation of swarming.
NEW QUESTION # 22
The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?
Answer: D
Explanation:
The best way to identify waste in a value stream is to map the activities and information flows.
This helps visualize how work and information move through the process, making it easier to identify bottlenecks, redundancies, or unnecessary steps that contribute to inefficiency.
NEW QUESTION # 23
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