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| Section | Weight | Objectives |
|---|---|---|
| Introduction & Core Concepts | 10% | - Guiding principles application - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits |
| Service Request Management | 20% | - Metrics, SLAs and customer experience - Fulfilment processes, workflows and authorization - Automation and self-service - Concepts, request models and categorization |
| Service Desk | 15% | - Integration with other practices - Purpose, objectives and value - Structures, types and capabilities - Interaction channels and communication |
| Problem Management | 20% | - Problem identification, logging and classification - Workarounds, known errors and knowledge - Problem vs incident, key concepts - Root cause analysis and error control |
| Incident Management | 20% | - Roles, responsibilities and integration - Key concepts, success factors and metrics - Automation and tooling - Processes, activities and workflows |
| Monitoring and Event Management | 15% | - Availability and performance monitoring - Event processing, classification and response - Monitoring strategies, tools and techniques - Events, alerts and monitoring types |
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質問 # 158
Which of the following is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?
正解：D
解説：
To determine the correct answer, we must first evaluate each of the metrics provided in the options against the ITIL 4 guidelines for Incident Management.
Percentage of incidents resolved before being reported by users (Correct Answer):
Although detecting incidents before users report them is important, it is not typically used as a direct measure of incident resolution effectiveness. Instead, this is more of a metric associated with Event Management and Monitoring, where systems automatically detect potential issues before they impact users. Thus, while it helps minimize disruption, it does not directly measure how well incidents are resolved after they are detected.
質問 # 159
The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?
正解：D
解説：
To better demonstrate business value, the organization should focus on communicating service performance through dashboards and reports that provide insights into incident resolution, service levels, and overall performance. This ensures transparency and allows stakeholders to see how incident management contributes to the business.
Dashboards and Reports to Communicate Service Performance (Answer B - Correct):
Dashboards and reports provide real-time visibility into service performance, including key metrics like incident resolution times, service availability, and customer satisfaction. By presenting this data to both internal and external stakeholders, the organization can better demonstrate the business value of its incident management practice.
質問 # 160
Which is a practice success factor for the service desk practice?
正解：A
解説：
The Service Desk practice in ITIL 4 plays a critical role in facilitating communication between the service provider and users. One of its Practice Success Factors (PSFs) is ensuring effective and efficient communication.
Effective, Efficient, and Convenient Communication (Answer A - Correct): A key success factor for the Service Desk is its ability to provide smooth and efficient communication channels between the service provider and its users. This involves ensuring that users can easily report issues, ask questions, and receive timely responses. ITIL 4 encourages the continual improvement of these communication channels to adapt to changing user needs and technological advancements.
質問 # 161
An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?
正解：B
解説：
A value stream in ITIL 4 refers to a series of steps an organization undertakes to create and deliver services to its consumers. When improving a value stream, organizations need to map out the steps, activities, and flows involved.
Identifying steps, activities, and information flows is part of the initial analysis of the current value stream, often referred to as the "value stream walk." This involves observing and documenting the current processes, which will later inform future improvements. Option D ("Do the service value stream walk") is the correct answer because it involves analyzing the current state of the value stream by identifying the existing steps and information flows.
質問 # 162
Which of the following is a benefit of utilizing incident models?
正解：A
解説：
An incident model defines the steps to handle a particular type of incident in a standardized way.
This is particularly beneficial for repeating incidents, as it ensures that these incidents are handled consistently and efficiently, reducing the time and effort required to resolve them.
Incident models provide a structured approach to incident management, making it easier to handle common incidents.
Incident Models: These models streamline the process of handling recurring incidents by defining predefined steps and actions, ensuring quick and consistent resolution. Option C ("Optimizing the handling of repeating incidents") is the correct answer because incident models are designed to improve the efficiency of dealing with frequent incidents.
質問 # 163
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