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?
A service provider supports an international customer organization with users in many countries. The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?
A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers.
Why will this NOT be sufficient 'monitoring and event management' capability?
What process has activities that ensure that messages are directed to the correct audience?
An organization is improving a value stream for fulfilling service requests. It is identifying the steps, activities and information flows that are used to handle service requests. Which step in the value stream mapping is the organization performing?
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'?
Which of the following is NOT an area to consider for creating a common language in the multi-vendor environment?
Why should a service provider organization identify and understand problems and their impact on services?
When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?
What output of the 'request fulfilment control' process serves as an input to the 'service request review and optimization' process?
The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream.
Which of the following statement is CORRECT?
A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?
The appropriate service request model is chosen as pad or which activity of the‘service request fulfillment control process?
How can partners and suppliers support the monitoring and event management practice?
What characteristic of communication channels can be supported by pre-population of relevant user data?
Which activity is part of the ‘service request review and optimization’ process?
What is usually included in a problem record when it is created, for both reactive and proactive problem identification?
Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?
In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?
A service provider wants to automatically create records and tasks if certain events happen. These can be incident records, maintenance tasks, change records, and others. Which automation system should the service provider use for this?
Which of the following roles is typically the request initiator in the service request management practice?
A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?
Which role or team usually perform the initial operational actions on service requests?
It is important for a service provider to understand user’s feelings, emotions, and needs. Which service capability supports this?
A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays.
What is the BEST way to improve this situation?
Which of the following statements provides the BEST reason for applying a workaround?
How does the service request management practice achieve its purpose of supporting the agreed quality of a service?
Which capability criterion supports the practice success factor ‘ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?
A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?
Which consumer role is the primary focus of the service request management practice?
Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?
A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to ‘tech’ the AI. However, some human input is required.
What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider’s members?
What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and/or services?