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Question 1

Why is it important to "Include service request models" in automation solutions for service request management?

Options :

A : It facilitates precise planning and reporting of work time and labour costs.

B : To enable the creation, testing, and use of predefined process models.

C : It enables users to fulfill some service requests independently.

D : To provide visibility and track the status of service requests and user satisfaction.

Answer: B

Question 2

What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

Options :

A : Problem workaround

B : Problem solution

C : Associated configuration items

D : Incidents requiring a root cause analysis

Answer: C

Question 3

Which of the following is NOT a responsibility of the service desk agent?

Options :

A : Continually develop relevant skills and competencies

B : Support the service desk manager in achieving the team’s objectives

C : Cooperate with other teams in the context of service value streams.

D : Understanding, planning, and ensuring the capacity and performance of the team

Answer: D

Question 4

Which one of the following incident management activities is the user responsible for?

Options :

A : Incident review and incident records analysis

B : Incident detection

C : Incident model improvement initiation

D : Incident closure

Answer: B

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