Question 1

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?

Options :

A : It should support creation and use of service request models

B : It should allow for a flexible and affordable super-user role

C : It should offer convenient self-help capabilities

D : It should offer a flexible measurement and reporting capability

Answer: A

Question 2

When in the product and service lifecycle should service request procedures be developed?

Options :

A : During the pilot operation of the product or service

B : During the product or service design

C : After the product or service has been made available to users

D : After the product or service design has been signed off

Answer: B

Question 3

Which of the following key metrics is NOT used to measure the PSF 'Resolving incidents quickly and efficiently' ?

Options :

A : Time of diagnosis

B : Time between incident detection and acceptance for diagnosis

C : Number of reassignments

D : Number of incidents escalated to management

Answer: D

Question 4

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?

Options :

A : Use machine learning to detect event patterns

B : Ensure decentralized monitoring across the technical teams

C : Use artificial intelligence to make sense of ambiguous events

D : Define a strategy for monitoring and event management

Answer: D

Question 5

Which of the following statements is MOST CORRECT regarding the role of the technical team in maintaining monitoring and event management guidelines?

Options :

A : Technical teams are solely responsible for creating guidelines for the entire organization-s monitoring and event management.

B : Technical teams should wait for an industry-wide standard before defining their monitoring and events.

C : Technical teams should not define or automate their own monitoring and events without guidance.

D : Each technical team should define and automate its own monitoring and events under the supervision of the most senior operations executive.

Answer: D

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