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| Section | Weight | Objectives |
|---|---|---|
| Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Value and business benefits - Guiding principles application |
| Service Request Management | 20% | - Automation and self-service - Concepts, request models and categorization - Fulfilment processes, workflows and authorization - Metrics, SLAs and customer experience |
| Monitoring and Event Management | 15% | - Event processing, classification and response - Availability and performance monitoring - Monitoring strategies, tools and techniques - Events, alerts and monitoring types |
| Incident Management | 20% | - Processes, activities and workflows - Key concepts, success factors and metrics - Roles, responsibilities and integration - Automation and tooling |
| Service Desk | 15% | - Integration with other practices - Purpose, objectives and value - Interaction channels and communication - Structures, types and capabilities |
| Problem Management | 20% | - Root cause analysis and error control - Problem vs incident, key concepts - Problem identification, logging and classification - Workarounds, known errors and knowledge |
An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?
Correct Answer: A 🗳️
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Which practice capability level indicates that the service desk practice achieves its purpose through a basic set of activities?
Correct Answer: D 🗳️
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An organization automates password resets through a self-service portal. Which outcome is MOST likely?
Correct Answer: C 🗳️
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When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?
Correct Answer: D 🗳️
Explanation: Only visible for Free4Torrent members. You can sign-up / login (it's free).
Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?
Correct Answer: C 🗳️
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