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Last Updated: Sep 07, 2026
No. of Questions: 194 Questions & Answers with Testing Engine
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| Section | Objectives |
|---|---|
| Monitor, Support and Fulfil Practices Overview | - Service Request Management - Service Desk Practice - Incident Management - Monitoring and Event Management - Problem Management |
Question 1
What problem management process or activity is MOST LIKELY to have a dependency on third parties?
A. Reactive problem identification
B. Problem prioritization
C. Error control
D. Creation of problem models
Question 2
Which is a practice success factor for the service desk practice?
A. Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users
B. Ensuring that multichannel communication is used and improved wherever possible
C. Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff
D. Overcoming the challenge of the limited scalability or voice and video cell channels
Question 3
Which incident management capability criteria must be fulfilled to achieve capability level 5?
A. The users and other relevant stakeholders know how to report incidents and report them as soon as possible
B. The effectiveness of incident detection is regularly reviewed and continually improved
C. Incidents ate usually detected immediately after they occur
D. Incidents are usually resolved in the Quickest possible way
Question 4
A service desk agent notices multiple incidents affecting different users but involving the same application. What should occur NEXT?
A. Create a problem record for investigation
B. Ignore the trend until SLA failure occurs
C. Close all incidents immediately
D. Convert incidents into service requests
Question 5
How does the service request management practice achieve its purpose of supporting the agreed quality of a service?
A. By effectively handling user queries that initiate agreed service actions
B. By improving the reputation of the service providing organization
C. By reducing the costs associated with request handling and fulfilment
D. By setting realistic expectations relating to the fulfilment of requests
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: A | Question 5 Answer: A |
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