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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Management | 20% | - Root cause analysis and error control - Problem identification, logging and classification - Workarounds, known errors and knowledge - Problem vs incident, key concepts |
| Topic 2: Incident Management | 20% | - Automation and tooling - Processes, activities and workflows - Roles, responsibilities and integration - Key concepts, success factors and metrics |
| Topic 3: Service Request Management | 20% | - Automation and self-service - Concepts, request models and categorization - Metrics, SLAs and customer experience - Fulfilment processes, workflows and authorization |
| Topic 4: Service Desk | 15% | - Integration with other practices - Purpose, objectives and value - Structures, types and capabilities - Interaction channels and communication |
| Topic 5: Introduction & Core Concepts | 10% | - Guiding principles application - Value and business benefits - Purpose and scope of Monitor, Support and Fulfil practices |
| Topic 6: Monitoring and Event Management | 15% | - Event processing, classification and response - Availability and performance monitoring - Monitoring strategies, tools and techniques - Events, alerts and monitoring types |
Which capability level is MOST focused on continual improvement?
Correct Answer: C 🗳️
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A support team uses a knowledge base containing verified troubleshooting procedures. What is the PRIMARY benefit?
Correct Answer: A 🗳️
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Which is an input to the 'event handling' process?
Correct Answer: D 🗳️
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What characteristic of communication channels can be supported by pre-population of relevant user data?
Correct Answer: D 🗳️
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A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?
Correct Answer: D 🗳️
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