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| Section | Objectives |
|---|---|
| Topic 1: Monitor, Support and Fulfil Practices Overview | - Incident Management - Service Desk Practice - Monitoring and Event Management - Service Request Management - Problem Management |
1. Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?
A) It is not important to integrate third parties into incident Information exchange workflows.
B) It is important to ensure that third parties adhere to the Incident management policies established by their customers.
C) It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.
D) It is not important to ensure third parties' adherence to organization's policies.
2. What is a benefit of a health model?
A) It suggests actions to minimize negative impact of an event
B) It provides a list of prioritized monitoring objectives
C) It defines how events messages are processed and evaluated
D) It allows to monitor services from the user experience perspective
3. What is the MOST important reason for integrating monitoring with incident management?
A) To reduce visibility of services
B) To accelerate response to service issues
C) To eliminate user reporting
D) To increase infrastructure spending
4. Why is prioritization important in incident management?
A) It prevents all escalations
B) It determines compensation levels
C) It ensures resources focus on the most impactful issues
D) It eliminates the need for monitoring
5. A monitoring tool reports that a critical business service is unavailable, but users have not yet reported any issues. What should support teams do?
A) Wait for user confirmation
B) Convert the event into a service request
C) Initiate investigation and response procedures immediately
D) Ignore automated alerts
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |
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