ITIL-4-MSF 무료 덤프문제 온라인 액세스

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

• A.Monitoring and event management tools
• B.Service configuration management tools
• C.Knowledge management loots
• D.Workflow management and collaboration tools

Which situation MOST likely requires functional escalation?

• A.A user requests a password reset
• B.An analyst lacks technical expertise to resolve an incident
• C.SLA targets are exceeded
• D.A service request is completed

What practice enables the early detection of incidents?

• A.Knowledge management
• B.Service request management
• C.Monitoring and event management
• D.Problem management

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

• A.To create and maintain a healthy work culture in the service desk team
• B.To ensure that the demand for incident resolution and service requests is captured
• C.To ensure that user queries are captured, validated, and triaged for further processing
• D.To provide a dedicated team to acknowledge and record user impacting incidents

How can partners and suppliers support the service desk practice?

• A.By outsourcing the development of II services
• B.By providing trained resources to work in service desk teams
• C.By providing consultancy on how to customize the IT services
• D.By providing change enablement tools