ITIL-4-MSF 무료 덤프문제 온라인 액세스

Which practice provides `service health criteria' as an input to the `monitoring planning' process?

• A.Service design
• B.Capacity and performance management
• C.Service catalogue management
• D.Availability management

The request catalogue is a part of what other source of information?

• A.The service desk
• B.Service level agreements
• C.The service catalogue
• D.Service request models

Why is prioritization important in incident management?

• A.It ensures resources focus on the most impactful issues
• B.It eliminates the need for monitoring
• C.It determines compensation levels
• D.It prevents all escalations

An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?

• A.Creation of the 'to be' service value stream map
• B.Identification of the scope of the service value stream analysis
• C.Definition of the purpose of the service value stream
• D.Walkthrough of the service value stream steps

An organization operates in several markets and has many services provided collaboratively with their partners. The organization has adopted modern methods of development for its products and aims to quickly respond to changing requirements of the customers. It has recently become apparent that incident resolution time increased, sometimes exceeding the agreed targets. An incident review also showed an increase in the number and duration of transfers between the technical teams. What is the BEST approach to improving incident handling in this instance?

• A.Design significant rewards for individual technical specialists
• B.Ensure only external teams take part in incident resolution
• C.Group technical specialists by product or service
• D.Ensure only internal teams take part in incident resolution