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Free ITIL-4-Specialist-Monitor-Support-Fulfil Exam Braindumps (page: 13)

Page 12 of 43
PDF with 166 Questions

Why should an organization use workarounds?

  1. To manage Backlog accumulated by choosing temporary solutions
  2. To help identify problems that have been analysed but not resolved
  3. To reduce or eliminate the impact of problems that cannot be resolved
  4. To ensure that problems are investigated

Answer(s): C

Explanation:

In ITIL 4, workarounds are temporary solutions used to minimize or eliminate the impact of problems that cannot be immediately resolved. The purpose of a workaround is to reduce disruption while the underlying problem remains unresolved. Workarounds can be applied when resolving the problem would take too long or is not feasible at the moment.
Option A refers to managing backlogs, which is not the purpose of a workaround. Option B is a partial truth about problems, but the focus of workarounds is on minimizing impact. Option D is about problem investigation, not specifically related to workarounds.



Which is a practice success factor of the problem management practice?

  1. Proactive problem identification
  2. Reactive problem identification
  3. Problem control
  4. Optimizing problem resolution and mitigation

Answer(s): A

Explanation:

A key success factor for problem management is proactive problem identification, which focuses on finding potential problems before incidents occur. This approach helps reduce future incidents by addressing root causes early on. It aligns with ITIL's emphasis on continual improvement and proactive problem management.

Reactive problem identification happens after incidents occur, but proactive identification helps to prevent incidents before they happen.
Problem control and optimizing resolution are important steps but not as crucial as proactively identifying problems.



What should a service provider do when human resources to establish problem modes are not available?

  1. Consider using a third-party consulting service to help develop problem models
  2. Postphone problem management activities until the resources are available
  3. Delegate creation or problem models to a problem coordinator
  4. Create a single problem model to be used for managing all problems

Answer(s): A

Explanation:

When a service provider lacks human resources to establish problem models, it is advisable to use a third-party consulting service to help develop these models. ITIL encourages organizations to leverage external expertise when internal resources are insufficient, ensuring that problem management practices remain effective.
Postponing problem management (Option B) is not recommended as it delays resolution. Delegating to a problem coordinator (Option C) might help, but if there are insufficient resources, external help is a better option.
Creating a single model (Option D) is not effective, as problems vary and need tailored approaches.



A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The Infrastructure management team identified workarounds which reduced the likelihood of incidents caused by those errors to a minimum However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.
How should automation of problem management support the team in this situation?

  1. By supporting the problem management metrics
  2. By supporting, separation of problem and known errors
  3. By supporting problem diagnosis with machine learning
  4. By supporting automated periodic control of known errors

Answer(s): D

Explanation:

In the situation where known errors have been identified and workarounds are in place, automation in problem management can help by supporting automated periodic control of known errors. This ensures that known errors are regularly monitored, and their impact and workarounds are reassessed to ensure they remain valid.
Supporting problem metrics (Option A) and machine learning (Option C) might be useful but are not directly related to monitoring known errors.
Separation of problems and known errors (Option B) is already a part of standard problem management practices, but automation in periodic control is more relevant here.






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