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| Section | Weight | Objectives |
|---|---|---|
| Monitoring and Event Management | 15% | - Monitoring strategies, tools and techniques - Availability and performance monitoring - Events, alerts and monitoring types - Event processing, classification and response |
| Incident Management | 20% | - Automation and tooling - Key concepts, success factors and metrics - Processes, activities and workflows - Roles, responsibilities and integration |
| Service Request Management | 20% | - Concepts, request models and categorization - Fulfilment processes, workflows and authorization - Automation and self-service - Metrics, SLAs and customer experience |
| Introduction & Core Concepts | 10% | - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices - Guiding principles application |
| Problem Management | 20% | - Problem identification, logging and classification - Root cause analysis and error control - Workarounds, known errors and knowledge - Problem vs incident, key concepts |
| Service Desk | 15% | - Structures, types and capabilities - Integration with other practices - Purpose, objectives and value - Interaction channels and communication |
Reactive problem identification is based on the information about past and current incidents.
Which software tools ensure that this information is available for problem identification?
Correct Answer: A 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?
Correct Answer: A 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
What should the service request management practice handle in order to support the agreed quality of a service?
Correct Answer: C 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
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?
Correct Answer: A 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
Which is an input to the 'event handling' process?
Correct Answer: C 🗳️
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