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NEW QUESTION # 143
A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?
Answer: C
Explanation:
In organizations where multiple product-focused teams exist alongside a small problem management team, the problem management team's primary role is often to coordinate problem-solving activities across these teams. This ensures that the right people are involved in the investigation and resolution of problems, facilitating collaboration and driving solutions.
Identifying and logging problems (Option A) is typically performed by product-focused teams or incident management.
Investigating problems (Option B) may be a shared responsibility but is often handled by the product-focused teams.
Reviewing known errors (Option D) is part of the error control process but not the main responsibility in a coordination-heavy role.
NEW QUESTION # 144
An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?
Answer: D
Explanation:
The guiding principle "optimize and automate" in ITIL 4 emphasizes making the best use of resources by simplifying and standardizing processes and then automating where it adds value. When improving the service desk practice, the first step should be to review and standardize procedures. This ensures that all processes are well understood and consistent before they are automated. Tools should then be applied to further enhance efficiency, but only after processes are optimized.
NEW QUESTION # 145
Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services
Answer: C
Explanation:
When a problem record is created, it typically includes information about the associated configuration items (CIs) and affected services. This information is crucial for understanding the scope of the problem and how it impacts the service infrastructure. Identifying CIs helps in root cause analysis, while affected services clarify the business impact.
Investigation results and problem solutions (Options 1 and 2) come later in the problem management process after the problem has been analyzed and resolved.
NEW QUESTION # 146
A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?
Answer: B
NEW QUESTION # 147
Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?
Answer: D
Explanation:
For the success factor of establishing and maintaining models that describe events and monitoring capabilities, it is critical to identify the key users of the monitoring data and understand their requirements. This ensures that the monitoring approach is tailored to meet the specific needs of those who will act on the data, thus improving the effectiveness of the monitoring and event management process.
NEW QUESTION # 148
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