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| Section | Weight | Objectives |
|---|---|---|
| Incident Management | 20% | - Automation and tooling - Key concepts, success factors and metrics - Processes, activities and workflows - Roles, responsibilities and integration |
| Service Desk | 15% | - Interaction channels and communication - Structures, types and capabilities - Purpose, objectives and value - Integration with other practices |
| Introduction & Core Concepts | 10% | - Purpose and scope of Monitor, Support and Fulfil practices - Guiding principles application - Value and business benefits |
| Problem Management | 20% | - Problem vs incident, key concepts - Problem identification, logging and classification - Workarounds, known errors and knowledge - Root cause analysis and error control |
| Monitoring and Event Management | 15% | - Availability and performance monitoring - Event processing, classification and response - Monitoring strategies, tools and techniques - Events, alerts and monitoring types |
| Service Request Management | 20% | - Metrics, SLAs and customer experience - Fulfilment processes, workflows and authorization - Automation and self-service - Concepts, request models and categorization |
During which activity of the service request fulfilment control process is user satisfaction MOST LIKELY to be measured?
Correct Answer: A 🗳️
Explanation: Only visible for Actual4Labs members. You can sign-up / login (it's free).
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 🗳️
Explanation: Only visible for Actual4Labs members. You can sign-up / login (it's free).
Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?
Correct Answer: C 🗳️
An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?
Correct Answer: A 🗳️
Explanation: Only visible for Actual4Labs members. You can sign-up / login (it's free).
Which two fields are typically included when a problem record is created?
1. Investigation results
2. Problem solution
3. Associated configuration items
4. Affected services
Correct Answer: B 🗳️
Explanation: Only visible for Actual4Labs members. You can sign-up / login (it's free).
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