QUESTION 41
Which of the following is the BEST description for events?

A. Configuration item’s change of state that can be observed
B. Configuration item’s change of state that has significance for the management of a service
C. Configuration item’s change of state that might lead to financial losses
D. Configuration item’s change of state regardless of its impact

Correct Answer: B
QUESTION 42
What is a CORRECT statement about the handling of events?

A. A single set of control actions should be established for all event classes
B. A set of control actions should define immediate response to informational events
C. Incidents should be registered in response to instructional events
D. Events require a response that is tailored to the event type

Correct Answer: D
QUESTION 43
Which specific skill is required by a service desk manager when performing the activity’ defining the objective of monitoring’?

A. Knowledge of the event logging procedures
B. Understanding service value for stakeholders
C. Expertise in monitoring tools
D. Expertise in automation

Correct Answer: B
QUESTION 44
During self-assessment of the ‘monitoring and event management’ practice capability, what should be considered as evidence of the capability level 3?

A. Integration of monitoring and event management into service value streams
B. Agreed processes, roles and responsibilities
C. Regularly conducted practice reviews
D. Regular reporting on the practice performance

Correct Answer: B
QUESTION 45
An organization is implementing a new service configuration management system. How will monitoring and event management practice benefit from it?

A. The system will support collaboration between teams
B. The system will support event correlation
C. The system will help to manage event-triggered tasks
D. The system will support practice measurement and reporting

Correct Answer: B
QUESTION 46
What can be used to help the service provider assess user experience of a service?

A. An event correlation
B. A rule set
C. A health model
D. A monitoring action plan

Correct Answer: C
QUESTION 47
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 ‘teach’ the AI. However, some human input is required. What aspects of correlation and impact analysis are MOST LIKELY to need an input from the service provider’s team members?

A. Impact of events on the system performance
B. Performance and capacity thresholds
C. Impact of events on the service and business context
D. Anomalies that are not apparent to humans

Correct Answer: C
QUESTION 48
Which capability criterion supports the practice success factor ‘ensuring that timely, relevant, and sufficient monitoring data is available to relevant stakeholders’?

A. The responsibility for the approach to monitoring and event management is clearly defined
B. Events are usually detected immediately after they occur

C. The monitoring and event management approach is regularly reviewed and continually improved
D. The key users of the monitoring data and their requirements are identified

Correct Answer: D
QUESTION 49
Why should an organization use workarounds?

A. To manage backlog accumulated by choosing temporary solutions
B. To help identify problems that have been analysed but not resolved
C. To reduce or eliminate the impact of problems that cannot be resolved
D. To ensure that problems are investigated

Correct Answer: C
QUESTION 50
Which is a practice success factor of the problem management practice?

A. Proactive problem identification
B. Reactive problem identification
C. Problem control
D. Optimizing problem resolution and mitigation

Correct Answer: A
QUESTION 51
What should a service provider do when human resources to establish problem models are not available?

A. Consider using a third-party consulting service to help develop problem models
B. Postpone problem management activities until the resources are available
C. Delegate creation of problem models to a problem coordinator
D. Create a single problem model to be used for managing all problems

Correct Answer: A
QUESTION 52
A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The infrastructure management team identified workarounds which reduced the likelihood of incidents caused by these errors to a minimum. However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How should automation of problem management support the team in this situation?

A. By supporting the problem management metrics
B. By supporting separation of problem and known errors
C. By supporting problem diagnosis with machine learning
D. By supporting automated periodic control of known errors

Correct Answer: D
QUESTION 53
A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?

A. Monitoring and event management tools
B. Knowledge management tools
C. Service configuration management tools
D. Workflow management and collaboration tools

Correct Answer: D
QUESTION 54
The problem manager has been invited to a workshop for people who contribute to the initial incident diagnosis activity of the value stream that is used to restore normal service after an incident. Which other Two managers is it important to invite to this workshop?
1. The manager responsible for testing the service
2. The manager responsible for incident management
3. The manager responsible for knowledge management
4. The manager responsible for monitoring and event management

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Correct Answer: B
QUESTION 55
Which problem management process has inputs from external user and professional communities?

A. Problem control
B. Error control
C. Proactive problem identification
D. Reactive problem identification

Correct Answer: C
QUESTION 56
An organization is not currently doing problem management, and is trying to decide how to get started. What should be the FIRST step for the organization to take?

A. Define detailed workflows and activities for the problem management processes
B. Define a scope for problem management that includes a wide range of products and services
C. Look at data on backlogs and links with incidents and changes
D. Identify some problems in critical services and try to resolve them

Correct Answer: C
QUESTION 57
Which capability level shows that the problem management practice is well defined, achieves its purpose, and is integrated with other practices?

A. Level 2
B. Level 3
C. Level 4
D. Level 5

Correct Answer: C
QUESTION 58
A service provider has many different product focused teams, plus a small problem management team. What activity is MOST LIKELY to be a responsibility of the problem management team?

A. Identifying and logging problems
B. Investigating problems
C. Coordinating problem solving teams
D. Reviewing known errors

Correct Answer: C
QUESTION 59
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?

A. Problems may cause incidents that have an impact on third parties
B. Third parties are responsible for problem categorization and impact analysis
C. Errors in third-party products may cause problems
D. Service provider may have insufficient resources

Correct Answer: C
QUESTION 60
Which TWO fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items4.Affected services

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Correct Answer: C