Question 1

What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

Options :

A : Problem workaround

B : Problem solution

C : Associated configuration items

D : Incidents requiring a root cause analysis

Answer: C

Question 2

Which activity is part of the ˜service request review and optimization process?

Options :

A : Reviewing metrics related to service requests

B : Enacting the procedures to fulfil the request

C : Registering suggested improvements to service request models

D : Communicating the updated service request models to stakeholders

Answer: C

Question 3

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 4

What defines how event messages will be processed and evaluated?

Options :

A : An event correlation

B : A rule set

C : A monitoring action plan

D : A health model

Answer: B

Question 5

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

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