Question 1

Which of the following is NOT a constraint that needs to be managed to improve the efficiency and effectiveness of event management and monitoring in an organization?

Options :

A : The lack of instrumentation or monitoring capability in legacy systems.

B : Monitoring events that are not relevant to the quality and operation of a service.

C : Inadequate service design and/or Over-alerting.

D : Allocating excessive resources to the development of new monitoring tools rather than improving existing processes.

Answer: D

Question 2

During the deployment and release of a new software component in your organization, the monitoring and event management system triggers an alert. What is the primary role of the monitoring and event management practice in this context?

Options :

A : Confirmation of successful implementation

B : Detection of emergency events activating the disaster recovery plans

C : Detection of conditions for fulfilment activities

D : Identify the scope of the value stream analysis

Answer: A

Question 3

An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?

Options :

A : Assess business impact even if there are no directly affected users yet

B : Motivate team members to document and share their knowledge

C : Use swarming to optimize resolution of unusual and major incidents

D : Ensure effective integration with service desk, change enablement, and problem management

Answer: C

Question 4

Which activity of the ‘service desk optimization’ process considers information about major incidents and disasters?

Options :

A : Service desk improvement initiation

B : Service desk improvement communication

C : Triage the user query and initiate the appropriate activities

D : Service desk review

Answer: D

Question 5

Which of the following is NOT a key input in the Service Request Fulfilment Control process?

Options :

A : User satisfaction surveys

B : Fulfilment actions records and reports

C : Service request models

D : Service level agreements

Answer: A

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