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Question 1

What defines how event messages will be processed and evaluated?

Options :

A : An event correlation

B : A rule set

C : A monitoring action plan

D : A health model

Answer: B

Question 2

What is an example of a virtual service desk team?

Options :

A : Geographically dispersed service desk agents using common workflow tools

B : A single service desk team located adjacent to the user group

C : Service desk agents present on various customer premises to handle walk-in queries

D : Multiple service desk teams serving multiple customer groups

Answer: A

Question 3

A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?

Options :

A : Monitoring and event management tools

B : Knowledge management loots

C : Service configuration management tools

D : Workflow management and collaboration tools

Answer: D

Question 4

What is the CORRECT description of a known error?

Options :

A : A solution that reduces or eliminates the impact of one or more incidents

B : An error which may cause, or has already caused, one or more incidents

C : A repeatable approach to the management of a particular type of problem

D : A problem that has been analysed but has not been resolved

Answer: D

Question 5

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