QUESTION: 61

What practice enables the early detection of incidents?

Monitoring and event management
Problem management
Service request management
Knowledge management

Answer(s): A

Explanation:

The Monitoring and Event Management practice is designed to monitor services and components in real-time to detect events and respond accordingly. This practice allows for the early detection of incidents, which can then be addressed before they escalate and affect service performance. Monitoring and Event Management (Answer A - Correct): This practice helps detect incidents by monitoring the health of systems and identifying deviations from normal operation. It triggers alerts when events occur that could indicate an incident, allowing for early detection and resolution. Problem Management (Answer B - Incorrect): Problem management focuses on identifying the root cause of incidents and preventing them, but it is not primarily used for early detection. Service Request Management (Answer C - Incorrect): This practice deals with fulfilling service requests and does not focus on detecting incidents.
Knowledge Management (Answer D - Incorrect): Knowledge management involves capturing and sharing information but does not directly support the detection of incidents.

Reference:

Monitoring and Event Management Practice: Enables the detection of events and incidents in real- time, ensuring that issues are caught early before they impact users.

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QUESTION: 62

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?

Ensure only internal teams take part in incident resolution
Group technical specialists by product or service
Ensure only external teams take part in incident resolution
Design significant rewards for individual technical specialists

Answer(s): B

Explanation:

In this scenario, incident resolution times are increasing, and incidents are being transferred between multiple teams, causing delays. The best approach is to group technical specialists by product or service, allowing for faster, more efficient resolution. Group Technical Specialists by Product or Service (Answer B - Correct): Organizing teams by product or service ensures that specialists have deep knowledge of the system they are responsible for, which reduces the need to transfer incidents between teams. This setup aligns with modern development approaches like DevOps, where cross-functional teams are responsible for end-to-end service delivery and incident resolution.
Ensure Only Internal Teams Take Part (Answer A - Incorrect): Limiting incident resolution to internal teams may not be feasible, especially if services are provided in collaboration with external partners. Ensure Only External Teams Take Part (Answer C - Incorrect): Relying solely on external teams may introduce delays and reduce the organization's control over the incident resolution process. Design Significant Rewards for Individuals (Answer D - Incorrect): While recognizing individual efforts can be motivational, it does not address the structural problem of incident transfers and delays between teams.

Reference:

Incident Management Practice: Grouping teams by product or service helps reduce transfer times and ensures faster, more focused incident resolution.

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QUESTION: 63

The organization is in the process of improving their incident management practice. They want to become better at demonstrating business value.
Which of the following options is the BEST to use in order to achieve their objective?

Use swarming to optimize resolution of unusual, complex, and major incidents
Use dashboards and reports to communicate service performance to internal and external stakeholders
Leverage automation tools to manage knowledge and to automate solutions, where possible
Develop incident models and reuse known resolutions

Answer(s): B

Explanation:

To better demonstrate business value, the organization should focus on communicating service performance through dashboards and reports that provide insights into incident resolution, service levels, and overall performance. This ensures transparency and allows stakeholders to see how incident management contributes to the business.
Dashboards and Reports to Communicate Service Performance (Answer B - Correct): Dashboards and reports provide real-time visibility into service performance, including key metrics like incident resolution times, service availability, and customer satisfaction. By presenting this data to both internal and external stakeholders, the organization can better demonstrate the business value of its incident management practice.

Swarming for Complex Incidents (Answer A - Incorrect): While swarming is effective for resolving complex incidents, it is not the best option for demonstrating ongoing business value. Automation for Knowledge Management (Answer C - Incorrect): Automating knowledge management is useful but does not directly contribute to demonstrating business value in a visible, quantifiable way.
Develop Incident Models (Answer D - Incorrect): Reusing known resolutions improves efficiency, but it does not directly help in demonstrating business value to stakeholders.

Reference:

Incident Management Practice: Using dashboards and reports ensures that stakeholders can clearly see the impact of incident management on business outcomes and service performance.

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QUESTION: 64

Which statement about the third-parties role in incident management is CORRECT?

Third parties should be excluded from incident management activities
Incident models should define third parties' involvement in incident management
Incident management activities should be delegated to third parties as much as possible
Interactions with third parties during incident management should be formalized as much as possible

Answer(s): B

Explanation:

In ITIL 4, incident models provide predefined steps for handling incidents, including the roles and responsibilities of third parties. It is important that these models define how and when third parties are involved in incident management, ensuring their contribution is clear and that the process is efficient and effective.
Excluding third parties (Option A) is incorrect, as third parties often play a critical role, especially in complex services that involve external providers.
Delegating incident management (Option C) to third parties is only appropriate in specific contexts and not a general best practice.
While formalizing interactions (Option D) is important, it is secondary to clearly defining third-party roles in incident models.

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