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| Section | Weight | Objectives |
|---|---|---|
| Service Request Management | 20% | - Metrics, SLAs and customer experience - Automation and self-service - Fulfilment processes, workflows and authorization - Concepts, request models and categorization |
| Service Desk | 15% | - Integration with other practices - Interaction channels and communication - Purpose, objectives and value - Structures, types and capabilities |
| Incident Management | 20% | - Roles, responsibilities and integration - Processes, activities and workflows - Key concepts, success factors and metrics - Automation and tooling |
| Monitoring and Event Management | 15% | - Availability and performance monitoring - Events, alerts and monitoring types - Event processing, classification and response - Monitoring strategies, tools and techniques |
| Introduction & Core Concepts | 10% | - Guiding principles application - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices |
| Problem Management | 20% | - Workarounds, known errors and knowledge - Problem identification, logging and classification - Root cause analysis and error control - Problem vs incident, key concepts |
1. 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
A) 2 and 3
B) 3 and 4
C) 1 and 4
D) 1 and 2
2. Which capability level shows that the problem management practice is defined. Achieve its purpose, and is integrated with other practices?
A) Level 4
B) Level 5
C) Level 2
D) Level 3
3. What is NOT a potential reason for registering an incident?
A) A specialist thinks that the service is not operating normally
B) The customer is unhappy with the service level agreement
C) Service level agreement is breached
D) Users perceiving the situation as abnormal
4. What is NOT a main characteristic of a service request?
A) A service request leads to a normal change
B) A service request leads to an agreed service outcome
C) A service request is initiated by a user or user representative
D) A service request is acted on by the service provider
5. Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?
A) Planning of improvement initiatives
B) Confirmation of incident resolution
C) Management of incident models
D) Management of incident lifecycle
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: D |
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