Question 1

How can knowledge management tools be utilized in monitoring and event management?

Options :

A : Capturing and processing events

B : Support of collaboration between teams performing monitoring and processing events

C : Retrieving, managing, and communicating information about events significance and recommended response

D : Events correlation and impact assessment

Answer: C

Question 2

What is the CORRECT description of a known error?

Options :

A : A solution that reduces or eliminates the impact of one or more incidents

B : An error which may cause, or has already caused, one or more incidents

C : A repeatable approach to the management of a particular type of problem

D : A problem that has been analysed but has not been resolved

Answer: D

Question 3

What will improve the involvement of partners and suppliers in incident resolution?

Options :

A : Removing formal bureaucratic barriers in decision-making

B : Replacing automated procedures with manual procedures

C : Replacing the names of services with partner’s recommendations

D : Removing SLA targets from agreements with customers

Answer: A

Question 4

Which of the following describes technical debt?

Options :

A : An incident with significant business impact

B : A collection of tasks related to previously used workarounds

C : A repeatable approach to the management of incidents

D : A special method of investigating incidents

Answer: B

Question 5

What is considered an incident?

Options :

A : Inability to assign resources to all tasks in the backlog

B : Planned interruption to a service

C : End-users having to use self-help tools

D : Reduction in the quality of a service

Answer: D

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