QUESTION: 49

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

Monitoring and event management tools
Knowledge management loots
Service configuration management tools
Workflow management and collaboration tools

Answer(s): D

Explanation:

Workflow management and collaboration tools are used to track and manage the different statuses of problems, including problems under investigation and known errors. These tools help ensure that problems and known errors are handled using predefined workflows, allowing for clear separation of records. This also ensures that problems are moved through the correct processes until they are either resolved or logged as known errors.
Monitoring and event management tools track events and incidents but are not specifically designed for managing problem records.
Knowledge management tools store and provide access to information but do not manage workflows.
Service configuration management tools manage the configuration of services and assets, but they do not directly manage problem and known error records.

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QUESTION: 50

The problem manager has been invited to a workshop for people who contribute to the initial incident diagnosis activity of the value stream that is used to restore normal service after an incident.

Which other TWO managers is it important to invite to this workshop?
1. The manager responsible for testing the service
2. The manager responsible for incident management
3. The manager responsible for knowledge management
4. The manager responsible for monitoring and event management

1 and 2
2 and 3
3 and 4
1 and 4

Answer(s): B

Explanation:

In a workshop aimed at contributing to initial incident diagnosis, it is essential to involve the incident management and knowledge management managers. The incident management manager ensures that incidents are properly handled and escalated as necessary. The knowledge management manager ensures that relevant information and solutions are available to support efficient incident diagnosis and resolution.
Testing the service and monitoring and event management are important functions but are not as directly involved in the initial incident diagnosis.

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QUESTION: 51

Which problem management process has inputs from external user and professional communicates?

Problem control
Error control
Proactive problem identification
Reactive problem identification

Answer(s): C

Explanation:

Proactive problem identification often relies on inputs from external users and professional communities. This process involves analyzing trends and feedback from users, vendors, and other professionals to identify potential problems before they result in incidents. Engaging with external sources helps organizations stay ahead of issues by identifying patterns and emerging risks. Problem control and error control focus more on managing existing problems and known errors, while reactive problem identification focuses on identifying problems in response to incidents.

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QUESTION: 52

An organization is not currently doing problem management, and is trying to decide how to get started.
What should be the FIRST step for the organization to take?

Define detailed workflows and activities for the problem management
Define a scope for problem management that includes a wide range of product and services
Look at data on backlogs and links with incidents and changes
Identify some problems in critical services and try to resolve them

Answer(s): D

Explanation:

When an organization is just starting with Problem Management, the best first step is to focus on identifying and resolving problems in critical services. ITIL 4 emphasizes a practical, iterative approach to adopting new practices.
Identify Problems in Critical Services (Answer D - Correct): Starting with critical services helps the organization focus on the most impactful areas and gain experience with problem management. This approach aligns with ITIL's principle of starting where you are by addressing existing issues and building the practice incrementally.
Define Detailed Workflows (Answer A - Incorrect): Defining detailed workflows can come later once the organization has gained some experience in problem management. Initially, it's more important to focus on addressing key problems.
Define a Broad Scope (Answer B - Incorrect): Starting with a wide scope might overwhelm the organization. Focusing on critical services is a more practical approach when beginning problem management.
Look at Backlogs and Links (Answer C - Incorrect): While analyzing backlogs and links to incidents and changes is important, it's not the best first step when starting problem management from scratch.

Reference:

Problem Management Practice: ITIL encourages organizations to start small and address the most critical problems first, gradually building the practice.

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QUESTION: 49

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QUESTION: 50

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