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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Workarounds, known errors and knowledge - Problem vs incident, key concepts - Root cause analysis and error control - Problem identification, logging and classification |
| Topic 2: Service Desk | 15% | - Interaction channels and communication - Structures, types and capabilities - Purpose, objectives and value - Integration with other practices |
| Topic 3: Service Request Management | 20% | - Metrics, SLAs and customer experience - Concepts, request models and categorization - Fulfilment processes, workflows and authorization - Automation and self-service |
| Topic 4: Monitoring and Event Management | 15% | - Events, alerts and monitoring types - Monitoring strategies, tools and techniques - Event processing, classification and response - Availability and performance monitoring |
| Topic 5: Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Guiding principles application - Value and business benefits |
| Topic 6: Incident Management | 20% | - Roles, responsibilities and integration - Processes, activities and workflows - Automation and tooling - Key concepts, success factors and metrics |
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NEW QUESTION # 37
A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?
Answer: A
Explanation:
In organizations where multiple product-focused teams exist alongside a small problem management team, the problem management team's primary role is often to coordinate problem- solving activities across these teams. This ensures that the right people are involved in the investigation and resolution of problems, facilitating collaboration and driving solutions.
NEW QUESTION # 38
Which activity is part of the `service request review and optimization' process?
Answer: C
Explanation:
In the service request review and optimization process, one of the key activities is registering suggested improvements to the service request models. This ensures that the service request process evolves and improves over time based on user feedback and operational efficiency analysis. Selecting the appropriate service request model happens during request categorization, not review and optimization.
Enacting procedures to fulfill the request is part of the execution phase, not the review process.
Deciding on exceptions is not a typical activity within the optimization process, which is more focused on enhancing and refining the standard models.
NEW QUESTION # 39
A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays. What is the BEST way to improve this situation?
Answer: D
Explanation:
In this scenario, service requests that require the implementation of a change are often delayed, leading to negative feedback. The best way to address this issue is to review the service value stream to ensure effective integration of all teams involved. Review the Service Value Stream (Answer B - Correct): The service value stream represents all the activities required to fulfill a service request, from initiation to completion. By reviewing and optimizing the service value stream, the service provider can identify where delays occur and improve integration between the teams responsible for service request fulfillment and change implementation. This holistic approach ensures that each step in the process is aligned, reducing delays and improving overall efficiency.
NEW QUESTION # 40
An organization is implementing a new service configuration management system. How will incident management practice benefit from it?
Answer: B
Explanation:
A Service Configuration Management System (CMS) or Configuration Management Database (CMDB) stores detailed information about the configuration items (CIs) and their relationships.
This data is crucial for diagnosing incidents by providing insight into which components may be causing or affected by an incident.
Diagnosing Incidents (Answer C - Correct): A CMS helps Incident Management by providing valuable data about the configuration items involved in an incident. By understanding the relationships between different components, the system can help identify the root cause of incidents more effectively.
NEW QUESTION # 41
When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?
Answer: C
NEW QUESTION # 42
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