QUESTION: 53

Which capability level shows that the problem management practice is defined. Achieve its purpose, and is integrated with other practices?

Level 2
Level 3
Level 4
Level 5

Answer(s): B

Explanation:

At capability level 3, a practice is defined, achieves its purpose, and is integrated with other practices. This level indicates that the practice is functioning consistently across the organization and that it has been formalized and integrated into the organization's processes. Level 3 (Answer B - Correct): At this level, the problem management practice has been properly defined and integrated with other service management practices, such as incident management and change enablement. The organization has established workflows and procedures to ensure that problems are managed effectively.
Level 2 (Answer A - Incorrect): Level 2 reflects that the practice is in place but not fully defined or integrated with other practices.
Level 4 (Answer C - Incorrect): Level 4 indicates that the practice is quantitatively managed, with performance metrics and data used to drive continuous improvement. Level 5 (Answer D - Incorrect): Level 5 reflects that the practice is optimized and fully integrated with other practices, with a strong focus on continual improvement.

Reference:

Problem Management Practice Maturity: Capability levels help organizations assess the maturity of their practices, with level 3 representing a well-defined and integrated practice.

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QUESTION: 54

A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

Identifying and logging problems
Investigating problems
Coordinating problem solving teams
Reviewing known errors

Answer(s): C

Explanation:

In organizations where multiple product-focused teams exist alongside a small problem management team, the problem management team's primary role is often to coordinate problem-solving activities across these teams. This ensures that the right people are involved in the investigation and resolution of problems, facilitating collaboration and driving solutions. Identifying and logging problems (Option A) is typically performed by product-focused teams or incident management.
Investigating problems (Option B) may be a shared responsibility but is often handled by the product- focused teams.
Reviewing known errors (Option D) is part of the error control process but not the main responsibility in a coordination-heavy role.

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QUESTION: 55

What is the MOST LIKELY reason to involve third parties in the service provider's problem management practice?

Problems may cause incidents that have an Impact on third parties
Third parties am responsible for problem categorization and Impart analysis
Errors in third-party products may cause problems
Service provider may have insufficient resources

Answer(s): C

Explanation:

Involving third parties in problem management is often necessary when errors in third-party products are the root cause of problems within the service provider's environment. These errors can lead to incidents or disruptions, making it essential to collaborate with external vendors or partners to resolve such issues.
Problems impacting third parties (Option A) or insufficient resources (Option D) might be considerations, but the direct impact of third-party products is the most likely reason. Problem categorization and impact analysis (Option B) are typically internal activities.

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QUESTION: 56

Which two fields are typically included when a problem record is created?
1. Investigation results

2. Problem solution
3. Associated configuration items
4. Affected services

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

Answer(s): C

Explanation:

When a problem record is created, it typically includes information about the associated configuration items (CIs) and affected services. This information is crucial for understanding the scope of the problem and how it impacts the service infrastructure. Identifying CIs helps in root cause analysis, while affected services clarify the business impact. Investigation results and problem solutions (Options 1 and 2) come later in the problem management process after the problem has been analyzed and resolved.

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