Question 1

Which activity of the ‘service desk optimization’ process considers information about major incidents and disasters?

Options :

A : Service desk improvement initiation

B : Service desk improvement communication

C : Triage the user query and initiate the appropriate activities

D : Service desk review

Answer: D

Question 2

Which of the following describes the purpose of the service desk practice desk practice?

Options :

A : To ensure that the demand for incident resolution and service requests is captured

B : To ensure that user queries are captured, validated, and triaged for further processing

C : To create and maintain a healthy work culture in the service desk team

D : To provide a dedicated team to acknowledge and record user impacting incidents

Answer: A

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 problem manager is helping to improve a value stream to design, develop, and implement new or changed services. They are looking at the information flows and considering what information they should be providing to other teams. What is the BEST example of information that a problem management practice should make available to this value stream?

Options :

A : Information about solutions to incidents that have happened in similar environments

B : Information about release strategy to help package solutions

C : Information about the incident classifications that are needed

D : Information about events that could be used to help detect incidents

Answer: A

Question 5

A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

Options :

A : Practice measurement and reporting

B : Separation of problem control and error control

C : Integration with incident management records

D : Integration with knowledge bases

Answer: C