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NEW QUESTION # 95
Which of the following is a practice success factor for the 'service desk' practice?
Answer: A
Explanation:
The 'service desk' practice in ITIL 4 focuses on providing a single point of contact between the service provider and users. It is responsible for capturing demand for incident resolution and service requests, while also being responsible for general communication across the entire organization.
A . Including service desk communication in every value stream: While communication is a key component, service desk communication is not necessarily included in every value stream. The service desk is a component of user interaction, but the success factor here focuses more on how communication is handled rather than its integration in every part of the value chain.
B . Ensuring that multichannel communication is used and improved wherever possible (Correct Answer): One of the key success factors for a service desk is to ensure that communication happens across multiple channels such as phone, email, chat, or web portal. This makes the service desk more accessible and flexible in how it interacts with users, and ITIL 4 stresses the importance of continually improving communication channels to enhance service desk effectiveness.
C . Enabling the effective integration of user communications into value streams: This option suggests that the focus is on how communications fit into value streams, but in the context of the service desk, success factors revolve more around communication quality and accessibility rather than integration into the value streams.
D . Overcoming the challenges associated with using web portals: While overcoming challenges with portals is important, it is not a broad success factor for the entire practice of the service desk. It is more specific to one communication method.
Thus, the success factor that best aligns with the goals of the service desk practice in ITIL 4 is ensuring multichannel communication and its continual improvement.
NEW QUESTION # 96
Which types of incidents do NOT usually require on individual review upon resolution?
Answer: B
Explanation:
In ITIL 4, incidents are categorized based on their impact and urgency, and the way they are managed depends on their classification. Let's break down the various types of incidents mentioned in the question:
Recurring Incidents
(Answer A):
These are incidents that have been identified and occur frequently, often with well-documented resolutions (e.g., through a known error or workaround). Due to their recurring nature and the availability of established solutions, these incidents typically do not require an individual review upon resolution. Instead, they may be reviewed in bulk periodically or handled through predefined processes. According to the ITIL Service Operation practice, recurring incidents are often managed through Problem Management, where known errors or workarounds can be applied without requiring a detailed review every time. This makes recurring incidents the correct answer.
Major Incidents (Answer B):
Major incidents are high-impact, urgent incidents that require immediate attention and often involve significant resources. ITIL 4 specifies that major incidents should always undergo an individual review to assess the incident's cause, resolution time, and how the incident was handled to avoid future recurrences. This is part of the Post-Incident Review process outlined in the Incident Management practice, ensuring lessons are learned and improvements are made.
New Types of Incidents (Answer C):
New types of incidents are unfamiliar and do not have a predefined resolution or known error in place. These incidents typically require careful investigation and review upon resolution to ensure they were handled appropriately and to determine if any preventive measures need to be taken. ITIL 4 promotes continuous learning from such incidents to improve Knowledge Management and prevent future occurrences.
Incidents Not Resolved in Time (Answer D):
Incidents that are not resolved within the agreed time frame (Service Level Agreement breaches) are typically reviewed to understand why the service level was not met. Such incidents are important for Service Level Management to ensure that corrective actions are taken and similar delays do not occur in the future.
ITIL 4 Reference:
Incident Management Practice: ITIL emphasizes efficient handling of incidents to restore service operation quickly. Recurring incidents often have a known error and are resolved using documented procedures, hence not requiring detailed individual review each time.
Problem Management Practice: This deals with analyzing recurring incidents, identifying their root cause, and either resolving them permanently or establishing a workaround.
Service Level Management Practice: Incidents breaching the SLA (Answer D) are usually reviewed to improve performance and ensure compliance in future instances.
NEW QUESTION # 97
How can partners and suppliers support the monitoring and event management practice?
Answer: A
Explanation:
Partners and suppliers play a crucial role in supporting the Monitoring and Event Management practice by providing clear documentation that explains the meaning of the events generated by their products. This allows the service provider to understand and respond to these events appropriately. Accurate documentation helps ensure that the events can be interpreted quickly and acted upon, supporting effective incident and problem management.
NEW QUESTION # 98
What is a benefit of a health model?
Answer: C
Explanation:
A health model in ITIL 4 is used to monitor services and systems from a holistic perspective, often focusing on user experience. It helps assess the overall state of a service and its components by tracking performance and availability metrics. Monitoring from the user experience perspective ensures that services are not only functional from a technical standpoint but also meet the expectations of users.
Options like event processing and minimizing the impact of events (Option B) refer more to event management, while prioritized monitoring objectives (Option C) relate to monitoring objectives rather than the health model.
NEW QUESTION # 99
Why should a service provider organization identify and understand problems and their impact on services?
Answer: B
Explanation:
The primary reason for identifying and understanding problems and their impact is to prevent or minimize the negative effects they can have on services. Problems, if left unaddressed, can lead to recurring incidents, disruptions, and a decline in overall service quality.
NEW QUESTION # 100
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