{"id":91874,"date":"2024-10-31T06:23:25","date_gmt":"2024-10-31T06:23:25","guid":{"rendered":"https:\/\/www.dumpsbase.com\/freedumps\/?p=91874"},"modified":"2024-10-31T06:23:25","modified_gmt":"2024-10-31T06:23:25","slug":"latest-itil-4-specialist-monitor-support-fulfil-dumps-v8-02-help-you-prepare-for-the-itil-4-specialist-monitor-support-fulfil-exam-well","status":"publish","type":"post","link":"https:\/\/www.dumpsbase.com\/freedumps\/latest-itil-4-specialist-monitor-support-fulfil-dumps-v8-02-help-you-prepare-for-the-itil-4-specialist-monitor-support-fulfil-exam-well.html","title":{"rendered":"Latest ITIL 4 Specialist Monitor Support Fulfil Dumps (V8.02) -Help You Prepare for the ITIL 4 Specialist: Monitor, Support, Fulfil Exam Well"},"content":{"rendered":"<p>Adopting the right approach to preparing for the ITIL 4 Specialist: Monitor, Support, Fulfil exam can help you achieve success smoothly. DumpsBase has the latest ITIL 4 Specialist Monitor Support Fulfil dumps (V8.02), which could be the preferred choice for you. DumpsBase&#8217;s ITIL 4 Specialist Monitor Support Fulfil dumps are designed to ensure your success in the ITIL 4 Specialist Monitor Support Fulfil ITIL exam in one go. The latest ITIL 4 Specialist Monitor Support Fulfil dumps feature real questions and their validated answers from all the topics of the ITIL 4 Specialist: Monitor, Support, Fulfil Exam. Further, with <a href=\"https:\/\/www.dumpsbase.com\/\"><em><strong>DumpsBase<\/strong><\/em><\/a>, you don&#8217;t have to worry about the ITIL 4 Specialist Monitor Support Fulfil dumps updates as DumpsBase always offers the latest materials with one year of free updates and keeps you updated during your ITIL 4 Specialist Monitor Support Fulfil exam preparation.<\/p>\n<h2>Check <em><span style=\"background-color: #ffff00;\">ITIL 4 Specialist Monitor Support Fulfil Free Dumps<\/span><\/em> Below<\/h2>\n<script>\n\t  window.fbAsyncInit = function() {\n\t    FB.init({\n\t      appId            : '622169541470367',\n\t      autoLogAppEvents : true,\n\t      xfbml            : true,\n\t      version          : 'v3.1'\n\t    });\n\t  };\n\t\n\t  (function(d, s, id){\n\t     var js, fjs = d.getElementsByTagName(s)[0];\n\t     if (d.getElementById(id)) {return;}\n\t     js = d.createElement(s); js.id = id;\n\t     js.src = \"https:\/\/connect.facebook.net\/en_US\/sdk.js\";\n\t     fjs.parentNode.insertBefore(js, fjs);\n\t   }(document, 'script', 'facebook-jssdk'));\n\t<\/script><script type=\"text\/javascript\" >\ndocument.addEventListener(\"DOMContentLoaded\", function(event) { \nif(!window.jQuery) alert(\"The important jQuery library is not properly loaded in your site. Your WordPress theme is probably missing the essential wp_head() call. You can switch to another theme and you will see that the plugin works fine and this notice disappears. If you are still not sure what to do you can contact us for help.\");\n});\n<\/script>  \n  \n<div  id=\"watupro_quiz\" class=\"quiz-area single-page-quiz\">\n<p id=\"submittingExam9193\" style=\"display:none;text-align:center;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/plugins\/watupro\/img\/loading.gif\" width=\"16\" height=\"16\"><\/p>\n\n<div class=\"watupro-exam-description\" id=\"description-quiz-9193\"><\/div>\n\n<form action=\"\" method=\"post\" class=\"quiz-form\" id=\"quiz-9193\"  enctype=\"multipart\/form-data\" >\n<div class='watu-question ' id='question-1' style=';'><div id='questionWrap-1'  class='   watupro-question-id-363130'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>1. <\/span>Which types of incidents do NOT usually require on individual review upon resolution?<\/div><input type='hidden' name='question_id[]' id='qID_1' value='363130' \/><input type='hidden' id='answerType363130' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363130[]' id='answer-id-1415485' class='answer   answerof-363130 ' value='1415485'   \/><label for='answer-id-1415485' id='answer-label-1415485' class=' answer'><span>Recurring incidents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363130[]' id='answer-id-1415486' class='answer   answerof-363130 ' value='1415486'   \/><label for='answer-id-1415486' id='answer-label-1415486' class=' answer'><span>Major Incidents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363130[]' id='answer-id-1415487' class='answer   answerof-363130 ' value='1415487'   \/><label for='answer-id-1415487' id='answer-label-1415487' class=' answer'><span>New types of incidents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363130[]' id='answer-id-1415488' class='answer   answerof-363130 ' value='1415488'   \/><label for='answer-id-1415488' id='answer-label-1415488' class=' answer'><span>Incidents not resolved in time<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-2' style=';'><div id='questionWrap-2'  class='   watupro-question-id-363131'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>2. <\/span>What is the FIRST step in the incident handling and resolution process that helps identify the team responsible for the failed Cis and\/or services?<\/div><input type='hidden' name='question_id[]' id='qID_2' value='363131' \/><input type='hidden' id='answerType363131' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363131[]' id='answer-id-1415489' class='answer   answerof-363131 ' value='1415489'   \/><label for='answer-id-1415489' id='answer-label-1415489' class=' answer'><span>Incident diagnosis<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363131[]' id='answer-id-1415490' class='answer   answerof-363131 ' value='1415490'   \/><label for='answer-id-1415490' id='answer-label-1415490' class=' answer'><span>Incident classification<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363131[]' id='answer-id-1415491' class='answer   answerof-363131 ' value='1415491'   \/><label for='answer-id-1415491' id='answer-label-1415491' class=' answer'><span>Incident resolution<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363131[]' id='answer-id-1415492' class='answer   answerof-363131 ' value='1415492'   \/><label for='answer-id-1415492' id='answer-label-1415492' class=' answer'><span>Incident detection<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-3' style=';'><div id='questionWrap-3'  class='   watupro-question-id-363132'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>3. <\/span>The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream. <br \/>\r<br>Which of the following statement is CORRECT?<\/div><input type='hidden' name='question_id[]' id='qID_3' value='363132' \/><input type='hidden' id='answerType363132' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363132[]' id='answer-id-1415493' class='answer   answerof-363132 ' value='1415493'   \/><label for='answer-id-1415493' id='answer-label-1415493' class=' answer'><span>Incident management should be involved in all value streams.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363132[]' id='answer-id-1415494' class='answer   answerof-363132 ' value='1415494'   \/><label for='answer-id-1415494' id='answer-label-1415494' class=' answer'><span>Only the incident management value stream can trigger restoration of normal service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363132[]' id='answer-id-1415495' class='answer   answerof-363132 ' value='1415495'   \/><label for='answer-id-1415495' id='answer-label-1415495' class=' answer'><span>Incident management can be involved in other value streams<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363132[]' id='answer-id-1415496' class='answer   answerof-363132 ' value='1415496'   \/><label for='answer-id-1415496' id='answer-label-1415496' class=' answer'><span>Incident management should be included in the required fulfillment workflow<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-4' style=';'><div id='questionWrap-4'  class='   watupro-question-id-363133'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>4. <\/span>An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals. <br \/>\r<br>Which of the following statements a CORRECT?<\/div><input type='hidden' name='question_id[]' id='qID_4' value='363133' \/><input type='hidden' id='answerType363133' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363133[]' id='answer-id-1415497' class='answer   answerof-363133 ' value='1415497'   \/><label for='answer-id-1415497' id='answer-label-1415497' class=' answer'><span>Teams that share responsibility cannot have only one person that sees an Incident through to resolution<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363133[]' id='answer-id-1415498' class='answer   answerof-363133 ' value='1415498'   \/><label for='answer-id-1415498' id='answer-label-1415498' class=' answer'><span>Teams that share responsibility should celebrate heroes and should nut slime successes awl failures<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363133[]' id='answer-id-1415499' class='answer   answerof-363133 ' value='1415499'   \/><label for='answer-id-1415499' id='answer-label-1415499' class=' answer'><span>Teams that share responsibility should be encouraged to engage experienced people in the process<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363133[]' id='answer-id-1415500' class='answer   answerof-363133 ' value='1415500'   \/><label for='answer-id-1415500' id='answer-label-1415500' class=' answer'><span>Teams that share responsibility should bounce incidents between them and other teams<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-5' style=';'><div id='questionWrap-5'  class='   watupro-question-id-363134'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>5. <\/span>How is service configuration management system used for incident handling and resolution?<\/div><input type='hidden' name='question_id[]' id='qID_5' value='363134' \/><input type='hidden' id='answerType363134' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363134[]' id='answer-id-1415501' class='answer   answerof-363134 ' value='1415501'   \/><label for='answer-id-1415501' id='answer-label-1415501' class=' answer'><span>It helps to detect incidents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363134[]' id='answer-id-1415502' class='answer   answerof-363134 ' value='1415502'   \/><label for='answer-id-1415502' id='answer-label-1415502' class=' answer'><span>It supports Incident classification<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363134[]' id='answer-id-1415503' class='answer   answerof-363134 ' value='1415503'   \/><label for='answer-id-1415503' id='answer-label-1415503' class=' answer'><span>It helps to manage modem records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363134[]' id='answer-id-1415504' class='answer   answerof-363134 ' value='1415504'   \/><label for='answer-id-1415504' id='answer-label-1415504' class=' answer'><span>It supports collection of user's feedback<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-6' style=';'><div id='questionWrap-6'  class='   watupro-question-id-363135'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>6. <\/span>Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?<\/div><input type='hidden' name='question_id[]' id='qID_6' value='363135' \/><input type='hidden' id='answerType363135' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363135[]' id='answer-id-1415505' class='answer   answerof-363135 ' value='1415505'   \/><label for='answer-id-1415505' id='answer-label-1415505' class=' answer'><span>It is not important to ensure third parties' adherence to organization's policies.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363135[]' id='answer-id-1415506' class='answer   answerof-363135 ' value='1415506'   \/><label for='answer-id-1415506' id='answer-label-1415506' class=' answer'><span>It is not important to integrate third parties into incident Information exchange workflows.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363135[]' id='answer-id-1415507' class='answer   answerof-363135 ' value='1415507'   \/><label for='answer-id-1415507' id='answer-label-1415507' class=' answer'><span>It is important to ensure that third parties adhere to the Incident management policies established by their customers.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363135[]' id='answer-id-1415508' class='answer   answerof-363135 ' value='1415508'   \/><label for='answer-id-1415508' id='answer-label-1415508' class=' answer'><span>It is Important to unsure that third parties design their incident management processes as a copy Of their customers' processes.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-7' style=';'><div id='questionWrap-7'  class='   watupro-question-id-363136'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>7. <\/span>An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices. <br \/>\r<br>Which of the following suggestions is the BEST for the organization to achieve that objective?<\/div><input type='hidden' name='question_id[]' id='qID_7' value='363136' \/><input type='hidden' id='answerType363136' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363136[]' id='answer-id-1415509' class='answer   answerof-363136 ' value='1415509'   \/><label for='answer-id-1415509' id='answer-label-1415509' class=' answer'><span>Start with the most critical services and Implement a basic incident workflow<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363136[]' id='answer-id-1415510' class='answer   answerof-363136 ' value='1415510'   \/><label for='answer-id-1415510' id='answer-label-1415510' class=' answer'><span>Start with the least critical services and implement a basic incident workflow<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363136[]' id='answer-id-1415511' class='answer   answerof-363136 ' value='1415511'   \/><label for='answer-id-1415511' id='answer-label-1415511' class=' answer'><span>SU11I with the most critical services and implement a detailed incident workflow<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363136[]' id='answer-id-1415512' class='answer   answerof-363136 ' value='1415512'   \/><label for='answer-id-1415512' id='answer-label-1415512' class=' answer'><span>Start with the least critical services and implement a detailed incident workflow<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-8' style=';'><div id='questionWrap-8'  class='   watupro-question-id-363137'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>8. <\/span>Which incident management capability criteria must be fulfilled to achieve capability level 5?<\/div><input type='hidden' name='question_id[]' id='qID_8' value='363137' \/><input type='hidden' id='answerType363137' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363137[]' id='answer-id-1415513' class='answer   answerof-363137 ' value='1415513'   \/><label for='answer-id-1415513' id='answer-label-1415513' class=' answer'><span>The users and other relevant stakeholders know how to report incidents and report them as soon as possible<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363137[]' id='answer-id-1415514' class='answer   answerof-363137 ' value='1415514'   \/><label for='answer-id-1415514' id='answer-label-1415514' class=' answer'><span>Incidents ate usually detected immediately after they occur<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363137[]' id='answer-id-1415515' class='answer   answerof-363137 ' value='1415515'   \/><label for='answer-id-1415515' id='answer-label-1415515' class=' answer'><span>The effectiveness of incident detection is regularly reviewed and continually improved<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363137[]' id='answer-id-1415516' class='answer   answerof-363137 ' value='1415516'   \/><label for='answer-id-1415516' id='answer-label-1415516' class=' answer'><span>Incidents are usually resolved in the Quickest possible way<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-9' style=';'><div id='questionWrap-9'  class='   watupro-question-id-363138'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>9. <\/span>It is important for a service provider to understand user\u2019s feelings, emotions, and needs. <br \/>\r<br>Which service capability supports this?<\/div><input type='hidden' name='question_id[]' id='qID_9' value='363138' \/><input type='hidden' id='answerType363138' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363138[]' id='answer-id-1415517' class='answer   answerof-363138 ' value='1415517'   \/><label for='answer-id-1415517' id='answer-label-1415517' class=' answer'><span>Assurance<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363138[]' id='answer-id-1415518' class='answer   answerof-363138 ' value='1415518'   \/><label for='answer-id-1415518' id='answer-label-1415518' class=' answer'><span>Service empathy<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363138[]' id='answer-id-1415519' class='answer   answerof-363138 ' value='1415519'   \/><label for='answer-id-1415519' id='answer-label-1415519' class=' answer'><span>Omnichannel communication<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363138[]' id='answer-id-1415520' class='answer   answerof-363138 ' value='1415520'   \/><label for='answer-id-1415520' id='answer-label-1415520' class=' answer'><span>Moment of truth<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-10' style=';'><div id='questionWrap-10'  class='   watupro-question-id-363139'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>10. <\/span>Which is a practice success factor for the service desk practice?<\/div><input type='hidden' name='question_id[]' id='qID_10' value='363139' \/><input type='hidden' id='answerType363139' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363139[]' id='answer-id-1415521' class='answer   answerof-363139 ' value='1415521'   \/><label for='answer-id-1415521' id='answer-label-1415521' class=' answer'><span>Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363139[]' id='answer-id-1415522' class='answer   answerof-363139 ' value='1415522'   \/><label for='answer-id-1415522' id='answer-label-1415522' class=' answer'><span>Overcoming the challenge of the limited scalability or voice and video cell channels<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363139[]' id='answer-id-1415523' class='answer   answerof-363139 ' value='1415523'   \/><label for='answer-id-1415523' id='answer-label-1415523' class=' answer'><span>Enabling and continually Improving effective, efficient, and convenient communications between the \r\nService desk and its staff<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363139[]' id='answer-id-1415524' class='answer   answerof-363139 ' value='1415524'   \/><label for='answer-id-1415524' id='answer-label-1415524' class=' answer'><span>Ensuring that multichannel communication is used and improved wherever possible<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-11' style=';'><div id='questionWrap-11'  class='   watupro-question-id-363140'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>11. <\/span>How can partners and suppliers support the service desk practice?<\/div><input type='hidden' name='question_id[]' id='qID_11' value='363140' \/><input type='hidden' id='answerType363140' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363140[]' id='answer-id-1415525' class='answer   answerof-363140 ' value='1415525'   \/><label for='answer-id-1415525' id='answer-label-1415525' class=' answer'><span>By providing change enablement tools<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363140[]' id='answer-id-1415526' class='answer   answerof-363140 ' value='1415526'   \/><label for='answer-id-1415526' id='answer-label-1415526' class=' answer'><span>By providing trained resources to work in service desk teams<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363140[]' id='answer-id-1415527' class='answer   answerof-363140 ' value='1415527'   \/><label for='answer-id-1415527' id='answer-label-1415527' class=' answer'><span>By outsourcing the development of II services<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363140[]' id='answer-id-1415528' class='answer   answerof-363140 ' value='1415528'   \/><label for='answer-id-1415528' id='answer-label-1415528' class=' answer'><span>By providing consultancy on how to customize the IT services<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-12' style=';'><div id='questionWrap-12'  class='   watupro-question-id-363141'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>12. <\/span>Which of the following describes the purpose of the service desk practice desk practice?<\/div><input type='hidden' name='question_id[]' id='qID_12' value='363141' \/><input type='hidden' id='answerType363141' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363141[]' id='answer-id-1415529' class='answer   answerof-363141 ' value='1415529'   \/><label for='answer-id-1415529' id='answer-label-1415529' class=' answer'><span>To ensure that the demand tor incident resolution and service requests is captured<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363141[]' id='answer-id-1415530' class='answer   answerof-363141 ' value='1415530'   \/><label for='answer-id-1415530' id='answer-label-1415530' class=' answer'><span>To minimize the negative impact of incidents by restoring normal service operation as quickly possible<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363141[]' id='answer-id-1415531' class='answer   answerof-363141 ' value='1415531'   \/><label for='answer-id-1415531' id='answer-label-1415531' class=' answer'><span>To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363141[]' id='answer-id-1415532' class='answer   answerof-363141 ' value='1415532'   \/><label for='answer-id-1415532' id='answer-label-1415532' class=' answer'><span>To systematically observe services and service components, and record and report selected changes of state<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-13' style=';'><div id='questionWrap-13'  class='   watupro-question-id-363142'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>13. <\/span>Which of the following automation tolls will help to integrate service desk with other practice in the service provider\u2019s value streams?<\/div><input type='hidden' name='question_id[]' id='qID_13' value='363142' \/><input type='hidden' id='answerType363142' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363142[]' id='answer-id-1415533' class='answer   answerof-363142 ' value='1415533'   \/><label for='answer-id-1415533' id='answer-label-1415533' class=' answer'><span>Survey tools<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363142[]' id='answer-id-1415534' class='answer   answerof-363142 ' value='1415534'   \/><label for='answer-id-1415534' id='answer-label-1415534' class=' answer'><span>Workflow management tools<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363142[]' id='answer-id-1415535' class='answer   answerof-363142 ' value='1415535'   \/><label for='answer-id-1415535' id='answer-label-1415535' class=' answer'><span>Reporting tools<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363142[]' id='answer-id-1415536' class='answer   answerof-363142 ' value='1415536'   \/><label for='answer-id-1415536' id='answer-label-1415536' class=' answer'><span>Work prioritization tools<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-14' style=';'><div id='questionWrap-14'  class='   watupro-question-id-363143'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>14. <\/span>An organization is designing a value stream for restoring service to users. <br \/>\r<br>At which step in value stream mapping should the user touchpoints be identified?<\/div><input type='hidden' name='question_id[]' id='qID_14' value='363143' \/><input type='hidden' id='answerType363143' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363143[]' id='answer-id-1415537' class='answer   answerof-363143 ' value='1415537'   \/><label for='answer-id-1415537' id='answer-label-1415537' class=' answer'><span>Identify the scope of the values stream analysis<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363143[]' id='answer-id-1415538' class='answer   answerof-363143 ' value='1415538'   \/><label for='answer-id-1415538' id='answer-label-1415538' class=' answer'><span>Reflect on the value stream map<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363143[]' id='answer-id-1415539' class='answer   answerof-363143 ' value='1415539'   \/><label for='answer-id-1415539' id='answer-label-1415539' class=' answer'><span>Create a 'to be\u2019 value stream map<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363143[]' id='answer-id-1415540' class='answer   answerof-363143 ' value='1415540'   \/><label for='answer-id-1415540' id='answer-label-1415540' class=' answer'><span>Define the purpose of the value stream from the business standpoint<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-15' style=';'><div id='questionWrap-15'  class='   watupro-question-id-363144'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>15. <\/span>Which of the following is an input to the \u2018user query handling\u2019 process?<\/div><input type='hidden' name='question_id[]' id='qID_15' value='363144' \/><input type='hidden' id='answerType363144' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363144[]' id='answer-id-1415541' class='answer   answerof-363144 ' value='1415541'   \/><label for='answer-id-1415541' id='answer-label-1415541' class=' answer'><span>Improvement initiatives<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363144[]' id='answer-id-1415542' class='answer   answerof-363144 ' value='1415542'   \/><label for='answer-id-1415542' id='answer-label-1415542' class=' answer'><span>Categorized user queries<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363144[]' id='answer-id-1415543' class='answer   answerof-363144 ' value='1415543'   \/><label for='answer-id-1415543' id='answer-label-1415543' class=' answer'><span>Recorded and categorized user queries<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363144[]' id='answer-id-1415544' class='answer   answerof-363144 ' value='1415544'   \/><label for='answer-id-1415544' id='answer-label-1415544' class=' answer'><span>Guidelines and procedures for triage<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-16' style=';'><div id='questionWrap-16'  class='   watupro-question-id-363145'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>16. <\/span>An organization is designing a value stream for communicating planned outages to users. <br \/>\r<br>Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?<\/div><input type='hidden' name='question_id[]' id='qID_16' value='363145' \/><input type='hidden' id='answerType363145' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363145[]' id='answer-id-1415545' class='answer   answerof-363145 ' value='1415545'   \/><label for='answer-id-1415545' id='answer-label-1415545' class=' answer'><span>Using the 'to be' value stream map to plan improvements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363145[]' id='answer-id-1415546' class='answer   answerof-363145 ' value='1415546'   \/><label for='answer-id-1415546' id='answer-label-1415546' class=' answer'><span>Define the purpose of the value stream<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363145[]' id='answer-id-1415547' class='answer   answerof-363145 ' value='1415547'   \/><label for='answer-id-1415547' id='answer-label-1415547' class=' answer'><span>Create a 'to be value stream map<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363145[]' id='answer-id-1415548' class='answer   answerof-363145 ' value='1415548'   \/><label for='answer-id-1415548' id='answer-label-1415548' class=' answer'><span>Do the service value stream walk<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-17' style=';'><div id='questionWrap-17'  class='   watupro-question-id-363146'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>17. <\/span>An organization is improving its service desk practice. <br \/>\r<br>How should the organization use the guiding principle 'start where you are'?<\/div><input type='hidden' name='question_id[]' id='qID_17' value='363146' \/><input type='hidden' id='answerType363146' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363146[]' id='answer-id-1415549' class='answer   answerof-363146 ' value='1415549'   \/><label for='answer-id-1415549' id='answer-label-1415549' class=' answer'><span>Standardize operations and automate processes where possible<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363146[]' id='answer-id-1415550' class='answer   answerof-363146 ' value='1415550'   \/><label for='answer-id-1415550' id='answer-label-1415550' class=' answer'><span>Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363146[]' id='answer-id-1415551' class='answer   answerof-363146 ' value='1415551'   \/><label for='answer-id-1415551' id='answer-label-1415551' class=' answer'><span>Establish a clear communication channel but use the procedures that are currently available.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363146[]' id='answer-id-1415552' class='answer   answerof-363146 ' value='1415552'   \/><label for='answer-id-1415552' id='answer-label-1415552' class=' answer'><span>Gradually Implement new service desk channels and loots<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-18' style=';'><div id='questionWrap-18'  class='   watupro-question-id-363147'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>18. <\/span>What is part of the service desk agent role?<\/div><input type='hidden' name='question_id[]' id='qID_18' value='363147' \/><input type='hidden' id='answerType363147' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363147[]' id='answer-id-1415553' class='answer   answerof-363147 ' value='1415553'   \/><label for='answer-id-1415553' id='answer-label-1415553' class=' answer'><span>Planning the capacity and performance of the service desk team<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363147[]' id='answer-id-1415554' class='answer   answerof-363147 ' value='1415554'   \/><label for='answer-id-1415554' id='answer-label-1415554' class=' answer'><span>Ensuring the workload balance between the service desk activities and involvement in other practices<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363147[]' id='answer-id-1415555' class='answer   answerof-363147 ' value='1415555'   \/><label for='answer-id-1415555' id='answer-label-1415555' class=' answer'><span>Triaging user queries end taking appropriate action<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363147[]' id='answer-id-1415556' class='answer   answerof-363147 ' value='1415556'   \/><label for='answer-id-1415556' id='answer-label-1415556' class=' answer'><span>Creating and maintaining a healthy work culture<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-19' style=';'><div id='questionWrap-19'  class='   watupro-question-id-363148'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>19. <\/span>Which activity of the \u2018user query handling\u2019 process will result in the service desk agent resolving the query at first line?<\/div><input type='hidden' name='question_id[]' id='qID_19' value='363148' \/><input type='hidden' id='answerType363148' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363148[]' id='answer-id-1415557' class='answer   answerof-363148 ' value='1415557'   \/><label for='answer-id-1415557' id='answer-label-1415557' class=' answer'><span>Acknowledge and record the user query<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363148[]' id='answer-id-1415558' class='answer   answerof-363148 ' value='1415558'   \/><label for='answer-id-1415558' id='answer-label-1415558' class=' answer'><span>Informal ion packaging<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363148[]' id='answer-id-1415559' class='answer   answerof-363148 ' value='1415559'   \/><label for='answer-id-1415559' id='answer-label-1415559' class=' answer'><span>Triage the user query and inmate the appropriate activities<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363148[]' id='answer-id-1415560' class='answer   answerof-363148 ' value='1415560'   \/><label for='answer-id-1415560' id='answer-label-1415560' class=' answer'><span>Validate the user query<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-20' style=';'><div id='questionWrap-20'  class='   watupro-question-id-363149'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>20. <\/span>Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?<\/div><input type='hidden' name='question_id[]' id='qID_20' value='363149' \/><input type='hidden' id='answerType363149' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363149[]' id='answer-id-1415561' class='answer   answerof-363149 ' value='1415561'   \/><label for='answer-id-1415561' id='answer-label-1415561' class=' answer'><span>Service request procedures are automated<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363149[]' id='answer-id-1415562' class='answer   answerof-363149 ' value='1415562'   \/><label for='answer-id-1415562' id='answer-label-1415562' class=' answer'><span>Service request fulfilment is performed in line with the agreed procedures<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363149[]' id='answer-id-1415563' class='answer   answerof-363149 ' value='1415563'   \/><label for='answer-id-1415563' id='answer-label-1415563' class=' answer'><span>Service request procedures are optimized<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363149[]' id='answer-id-1415564' class='answer   answerof-363149 ' value='1415564'   \/><label for='answer-id-1415564' id='answer-label-1415564' class=' answer'><span>Service requests ere fulfilled according to user satisfaction<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-21' style=';'><div id='questionWrap-21'  class='   watupro-question-id-363150'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>21. <\/span>Which consumer role is the primary focus of the service request management practice?<\/div><input type='hidden' name='question_id[]' id='qID_21' value='363150' \/><input type='hidden' id='answerType363150' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363150[]' id='answer-id-1415565' class='answer   answerof-363150 ' value='1415565'   \/><label for='answer-id-1415565' id='answer-label-1415565' class=' answer'><span>Customer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363150[]' id='answer-id-1415566' class='answer   answerof-363150 ' value='1415566'   \/><label for='answer-id-1415566' id='answer-label-1415566' class=' answer'><span>User<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363150[]' id='answer-id-1415567' class='answer   answerof-363150 ' value='1415567'   \/><label for='answer-id-1415567' id='answer-label-1415567' class=' answer'><span>Sponsor<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363150[]' id='answer-id-1415568' class='answer   answerof-363150 ' value='1415568'   \/><label for='answer-id-1415568' id='answer-label-1415568' class=' answer'><span>Asset manager<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-22' style=';'><div id='questionWrap-22'  class='   watupro-question-id-363151'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>22. <\/span>A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers. <br \/>\r<br>Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?<\/div><input type='hidden' name='question_id[]' id='qID_22' value='363151' \/><input type='hidden' id='answerType363151' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363151[]' id='answer-id-1415569' class='answer   answerof-363151 ' value='1415569'   \/><label for='answer-id-1415569' id='answer-label-1415569' class=' answer'><span>Available and convenient self service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363151[]' id='answer-id-1415570' class='answer   answerof-363151 ' value='1415570'   \/><label for='answer-id-1415570' id='answer-label-1415570' class=' answer'><span>Affordable and flexible super-user role<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363151[]' id='answer-id-1415571' class='answer   answerof-363151 ' value='1415571'   \/><label for='answer-id-1415571' id='answer-label-1415571' class=' answer'><span>Work hours planning and reporting<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363151[]' id='answer-id-1415572' class='answer   answerof-363151 ' value='1415572'   \/><label for='answer-id-1415572' id='answer-label-1415572' class=' answer'><span>Support of end to end value streams<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-23' style=';'><div id='questionWrap-23'  class='   watupro-question-id-363152'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>23. <\/span>A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays. <br \/>\r<br>What is the BEST way to improve this situation?<\/div><input type='hidden' name='question_id[]' id='qID_23' value='363152' \/><input type='hidden' id='answerType363152' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363152[]' id='answer-id-1415573' class='answer   answerof-363152 ' value='1415573'   \/><label for='answer-id-1415573' id='answer-label-1415573' class=' answer'><span>Review me fulfilment procedures to remove the need for change implementation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363152[]' id='answer-id-1415574' class='answer   answerof-363152 ' value='1415574'   \/><label for='answer-id-1415574' id='answer-label-1415574' class=' answer'><span>Review the service value stream to ensure effective integration of all Involved<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363152[]' id='answer-id-1415575' class='answer   answerof-363152 ' value='1415575'   \/><label for='answer-id-1415575' id='answer-label-1415575' class=' answer'><span>Automate the fulfillment procedures<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363152[]' id='answer-id-1415576' class='answer   answerof-363152 ' value='1415576'   \/><label for='answer-id-1415576' id='answer-label-1415576' class=' answer'><span>Outsource the fulfilment procedures<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-24' style=';'><div id='questionWrap-24'  class='   watupro-question-id-363153'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>24. <\/span>What is a key input to the service request fulfillment control process?<\/div><input type='hidden' name='question_id[]' id='qID_24' value='363153' \/><input type='hidden' id='answerType363153' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363153[]' id='answer-id-1415577' class='answer   answerof-363153 ' value='1415577'   \/><label for='answer-id-1415577' id='answer-label-1415577' class=' answer'><span>Service request Queries<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363153[]' id='answer-id-1415578' class='answer   answerof-363153 ' value='1415578'   \/><label for='answer-id-1415578' id='answer-label-1415578' class=' answer'><span>Fulfilled service requests<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363153[]' id='answer-id-1415579' class='answer   answerof-363153 ' value='1415579'   \/><label for='answer-id-1415579' id='answer-label-1415579' class=' answer'><span>Policies regulatory requirements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363153[]' id='answer-id-1415580' class='answer   answerof-363153 ' value='1415580'   \/><label for='answer-id-1415580' id='answer-label-1415580' class=' answer'><span>User survey insults<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-25' style=';'><div id='questionWrap-25'  class='   watupro-question-id-363154'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>25. <\/span>The appropriate service request model is chosen as pad or which activity of the \u2018service request fulfillment control process?<\/div><input type='hidden' name='question_id[]' id='qID_25' value='363154' \/><input type='hidden' id='answerType363154' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363154[]' id='answer-id-1415581' class='answer   answerof-363154 ' value='1415581'   \/><label for='answer-id-1415581' id='answer-label-1415581' class=' answer'><span>Service request model initiation and control<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363154[]' id='answer-id-1415582' class='answer   answerof-363154 ' value='1415582'   \/><label for='answer-id-1415582' id='answer-label-1415582' class=' answer'><span>Request categorization<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363154[]' id='answer-id-1415583' class='answer   answerof-363154 ' value='1415583'   \/><label for='answer-id-1415583' id='answer-label-1415583' class=' answer'><span>Ad hoc fulfilment control<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363154[]' id='answer-id-1415584' class='answer   answerof-363154 ' value='1415584'   \/><label for='answer-id-1415584' id='answer-label-1415584' class=' answer'><span>Fulfil merit review<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-26' style=';'><div id='questionWrap-26'  class='   watupro-question-id-363155'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>26. <\/span>Which activity of the \u2018service desk optimization\u2019 process ensures that change request are raised where necessary?<\/div><input type='hidden' name='question_id[]' id='qID_26' value='363155' \/><input type='hidden' id='answerType363155' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363155[]' id='answer-id-1415585' class='answer   answerof-363155 ' value='1415585'   \/><label for='answer-id-1415585' id='answer-label-1415585' class=' answer'><span>Service desk improvement communication<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363155[]' id='answer-id-1415586' class='answer   answerof-363155 ' value='1415586'   \/><label for='answer-id-1415586' id='answer-label-1415586' class=' answer'><span>service desk review<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363155[]' id='answer-id-1415587' class='answer   answerof-363155 ' value='1415587'   \/><label for='answer-id-1415587' id='answer-label-1415587' class=' answer'><span>Triage the user query and initiate the appropriate activities<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363155[]' id='answer-id-1415588' class='answer   answerof-363155 ' value='1415588'   \/><label for='answer-id-1415588' id='answer-label-1415588' class=' answer'><span>Service desk improvement Initiation<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-27' style=';'><div id='questionWrap-27'  class='   watupro-question-id-363156'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>27. <\/span>If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?<\/div><input type='hidden' name='question_id[]' id='qID_27' value='363156' \/><input type='hidden' id='answerType363156' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363156[]' id='answer-id-1415589' class='answer   answerof-363156 ' value='1415589'   \/><label for='answer-id-1415589' id='answer-label-1415589' class=' answer'><span>Level 1<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363156[]' id='answer-id-1415590' class='answer   answerof-363156 ' value='1415590'   \/><label for='answer-id-1415590' id='answer-label-1415590' class=' answer'><span>Level 2<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363156[]' id='answer-id-1415591' class='answer   answerof-363156 ' value='1415591'   \/><label for='answer-id-1415591' id='answer-label-1415591' class=' answer'><span>Level 3<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363156[]' id='answer-id-1415592' class='answer   answerof-363156 ' value='1415592'   \/><label for='answer-id-1415592' id='answer-label-1415592' class=' answer'><span>Level 4<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-28' style=';'><div id='questionWrap-28'  class='   watupro-question-id-363157'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>28. <\/span>Which of the following BEST describes a service request?<\/div><input type='hidden' name='question_id[]' id='qID_28' value='363157' \/><input type='hidden' id='answerType363157' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363157[]' id='answer-id-1415593' class='answer   answerof-363157 ' value='1415593'   \/><label for='answer-id-1415593' id='answer-label-1415593' class=' answer'><span>A set of details about service requests which is made available to users<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363157[]' id='answer-id-1415594' class='answer   answerof-363157 ' value='1415594'   \/><label for='answer-id-1415594' id='answer-label-1415594' class=' answer'><span>A standardized approach to the fulfilment of a service request type<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363157[]' id='answer-id-1415595' class='answer   answerof-363157 ' value='1415595'   \/><label for='answer-id-1415595' id='answer-label-1415595' class=' answer'><span>A request from a user to initiate an agreed service action<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363157[]' id='answer-id-1415596' class='answer   answerof-363157 ' value='1415596'   \/><label for='answer-id-1415596' id='answer-label-1415596' class=' answer'><span>A required functional component of the service request management practice<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-29' style=';'><div id='questionWrap-29'  class='   watupro-question-id-363158'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>29. <\/span>Which activity is part of the \u2018service request review and optimization\u2019 process?<\/div><input type='hidden' name='question_id[]' id='qID_29' value='363158' \/><input type='hidden' id='answerType363158' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363158[]' id='answer-id-1415597' class='answer   answerof-363158 ' value='1415597'   \/><label for='answer-id-1415597' id='answer-label-1415597' class=' answer'><span>Selecting the appropriate service request model<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363158[]' id='answer-id-1415598' class='answer   answerof-363158 ' value='1415598'   \/><label for='answer-id-1415598' id='answer-label-1415598' class=' answer'><span>Registering suggested Improvements to service request models<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363158[]' id='answer-id-1415599' class='answer   answerof-363158 ' value='1415599'   \/><label for='answer-id-1415599' id='answer-label-1415599' class=' answer'><span>Enacting the procedures to fulfill the request<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363158[]' id='answer-id-1415600' class='answer   answerof-363158 ' value='1415600'   \/><label for='answer-id-1415600' id='answer-label-1415600' class=' answer'><span>Deciding on whether to fulfil exceptions lo standard service requests<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-30' style=';'><div id='questionWrap-30'  class='   watupro-question-id-363159'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>30. <\/span>A service owner needs to have a good knowledge of available tools and methods. <br \/>\r<br>Which service request management activity is this knowledge particularly useful for?<\/div><input type='hidden' name='question_id[]' id='qID_30' value='363159' \/><input type='hidden' id='answerType363159' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363159[]' id='answer-id-1415601' class='answer   answerof-363159 ' value='1415601'   \/><label for='answer-id-1415601' id='answer-label-1415601' class=' answer'><span>Request categorization<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363159[]' id='answer-id-1415602' class='answer   answerof-363159 ' value='1415602'   \/><label for='answer-id-1415602' id='answer-label-1415602' class=' answer'><span>Ad hoc fulfilment control<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363159[]' id='answer-id-1415603' class='answer   answerof-363159 ' value='1415603'   \/><label for='answer-id-1415603' id='answer-label-1415603' class=' answer'><span>Service request modal update communication<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363159[]' id='answer-id-1415604' class='answer   answerof-363159 ' value='1415604'   \/><label for='answer-id-1415604' id='answer-label-1415604' class=' answer'><span>Service request model improvement initiation<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-31' style=';'><div id='questionWrap-31'  class='   watupro-question-id-363160'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>31. <\/span>Which role or team usually perform the initial operational actions on service requests?<\/div><input type='hidden' name='question_id[]' id='qID_31' value='363160' \/><input type='hidden' id='answerType363160' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363160[]' id='answer-id-1415605' class='answer   answerof-363160 ' value='1415605'   \/><label for='answer-id-1415605' id='answer-label-1415605' class=' answer'><span>Service desk<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363160[]' id='answer-id-1415606' class='answer   answerof-363160 ' value='1415606'   \/><label for='answer-id-1415606' id='answer-label-1415606' class=' answer'><span>Specialized technician<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363160[]' id='answer-id-1415607' class='answer   answerof-363160 ' value='1415607'   \/><label for='answer-id-1415607' id='answer-label-1415607' class=' answer'><span>Problem manager<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363160[]' id='answer-id-1415608' class='answer   answerof-363160 ' value='1415608'   \/><label for='answer-id-1415608' id='answer-label-1415608' class=' answer'><span>Change manager<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-32' style=';'><div id='questionWrap-32'  class='   watupro-question-id-363161'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>32. <\/span>Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?<\/div><input type='hidden' name='question_id[]' id='qID_32' value='363161' \/><input type='hidden' id='answerType363161' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363161[]' id='answer-id-1415609' class='answer   answerof-363161 ' value='1415609'   \/><label for='answer-id-1415609' id='answer-label-1415609' class=' answer'><span>Service level agreements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363161[]' id='answer-id-1415610' class='answer   answerof-363161 ' value='1415610'   \/><label for='answer-id-1415610' id='answer-label-1415610' class=' answer'><span>Service request catalogue<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363161[]' id='answer-id-1415611' class='answer   answerof-363161 ' value='1415611'   \/><label for='answer-id-1415611' id='answer-label-1415611' class=' answer'><span>Service request model<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363161[]' id='answer-id-1415612' class='answer   answerof-363161 ' value='1415612'   \/><label for='answer-id-1415612' id='answer-label-1415612' class=' answer'><span>CMDB<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-33' style=';'><div id='questionWrap-33'  class='   watupro-question-id-363162'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>33. <\/span>What is a benefit of a health model?<\/div><input type='hidden' name='question_id[]' id='qID_33' value='363162' \/><input type='hidden' id='answerType363162' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363162[]' id='answer-id-1415613' class='answer   answerof-363162 ' value='1415613'   \/><label for='answer-id-1415613' id='answer-label-1415613' class=' answer'><span>It defines how events messages are processed and evaluated<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363162[]' id='answer-id-1415614' class='answer   answerof-363162 ' value='1415614'   \/><label for='answer-id-1415614' id='answer-label-1415614' class=' answer'><span>It suggests actions to minimize negative impact of an event<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363162[]' id='answer-id-1415615' class='answer   answerof-363162 ' value='1415615'   \/><label for='answer-id-1415615' id='answer-label-1415615' class=' answer'><span>It provides a list of prioritized monitoring objectives<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363162[]' id='answer-id-1415616' class='answer   answerof-363162 ' value='1415616'   \/><label for='answer-id-1415616' id='answer-label-1415616' class=' answer'><span>It allows to monitor services from the user experience perspective<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-34' style=';'><div id='questionWrap-34'  class='   watupro-question-id-363163'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>34. <\/span>Which practice provides \u2018service health criteria\u2019 as an input to the \u2018monitoring planning\u2019 process?<\/div><input type='hidden' name='question_id[]' id='qID_34' value='363163' \/><input type='hidden' id='answerType363163' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363163[]' id='answer-id-1415617' class='answer   answerof-363163 ' value='1415617'   \/><label for='answer-id-1415617' id='answer-label-1415617' class=' answer'><span>Service design<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363163[]' id='answer-id-1415618' class='answer   answerof-363163 ' value='1415618'   \/><label for='answer-id-1415618' id='answer-label-1415618' class=' answer'><span>Availability management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363163[]' id='answer-id-1415619' class='answer   answerof-363163 ' value='1415619'   \/><label for='answer-id-1415619' id='answer-label-1415619' class=' answer'><span>Capacity and performance management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363163[]' id='answer-id-1415620' class='answer   answerof-363163 ' value='1415620'   \/><label for='answer-id-1415620' id='answer-label-1415620' class=' answer'><span>Service catalogue management<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-35' style=';'><div id='questionWrap-35'  class='   watupro-question-id-363164'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>35. <\/span>Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?<\/div><input type='hidden' name='question_id[]' id='qID_35' value='363164' \/><input type='hidden' id='answerType363164' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363164[]' id='answer-id-1415621' class='answer   answerof-363164 ' value='1415621'   \/><label for='answer-id-1415621' id='answer-label-1415621' class=' answer'><span>Providing information about how services that utilize internal and externally provided components, enable value fill customers.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363164[]' id='answer-id-1415622' class='answer   answerof-363164 ' value='1415622'   \/><label for='answer-id-1415622' id='answer-label-1415622' class=' answer'><span>Defining monitoring and event thresholds for all services delivered by the service provider<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363164[]' id='answer-id-1415623' class='answer   answerof-363164 ' value='1415623'   \/><label for='answer-id-1415623' id='answer-label-1415623' class=' answer'><span>Providing consultancy on how to design and develop new IT services<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363164[]' id='answer-id-1415624' class='answer   answerof-363164 ' value='1415624'   \/><label for='answer-id-1415624' id='answer-label-1415624' class=' answer'><span>Providing application programme interface (APIs) that integrate with the service provider\u2019s monitoring and event management systems<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-36' style=';'><div id='questionWrap-36'  class='   watupro-question-id-363165'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>36. <\/span>A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers. <br \/>\r<br>Why will this NOT be sufficient 'monitoring and event management' capability?<\/div><input type='hidden' name='question_id[]' id='qID_36' value='363165' \/><input type='hidden' id='answerType363165' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363165[]' id='answer-id-1415625' class='answer   answerof-363165 ' value='1415625'   \/><label for='answer-id-1415625' id='answer-label-1415625' class=' answer'><span>Because the wrong stakeholders may have been consulted<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363165[]' id='answer-id-1415626' class='answer   answerof-363165 ' value='1415626'   \/><label for='answer-id-1415626' id='answer-label-1415626' class=' answer'><span>Because most technology components include monitoring and event management capabilities by default<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363165[]' id='answer-id-1415627' class='answer   answerof-363165 ' value='1415627'   \/><label for='answer-id-1415627' id='answer-label-1415627' class=' answer'><span>Because other components may be essential for the service to be available<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363165[]' id='answer-id-1415628' class='answer   answerof-363165 ' value='1415628'   \/><label for='answer-id-1415628' id='answer-label-1415628' class=' answer'><span>Because it is important monitor development and teat environments<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-37' style=';'><div id='questionWrap-37'  class='   watupro-question-id-363166'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>37. <\/span>Which of the following is the BEST description for events?<\/div><input type='hidden' name='question_id[]' id='qID_37' value='363166' \/><input type='hidden' id='answerType363166' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363166[]' id='answer-id-1415629' class='answer   answerof-363166 ' value='1415629'   \/><label for='answer-id-1415629' id='answer-label-1415629' class=' answer'><span>Configuration item's change o! state that can be observed<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363166[]' id='answer-id-1415630' class='answer   answerof-363166 ' value='1415630'   \/><label for='answer-id-1415630' id='answer-label-1415630' class=' answer'><span>Configuration item's change of state that has significance for the management of a service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363166[]' id='answer-id-1415631' class='answer   answerof-363166 ' value='1415631'   \/><label for='answer-id-1415631' id='answer-label-1415631' class=' answer'><span>Configuration item's change of state that might lead to financial losses<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363166[]' id='answer-id-1415632' class='answer   answerof-363166 ' value='1415632'   \/><label for='answer-id-1415632' id='answer-label-1415632' class=' answer'><span>Configuration item's change of state regardless of its impact<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-38' style=';'><div id='questionWrap-38'  class='   watupro-question-id-363167'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>38. <\/span>What is a CORRECT statement about the handling of events?<\/div><input type='hidden' name='question_id[]' id='qID_38' value='363167' \/><input type='hidden' id='answerType363167' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363167[]' id='answer-id-1415633' class='answer   answerof-363167 ' value='1415633'   \/><label for='answer-id-1415633' id='answer-label-1415633' class=' answer'><span>A single set or control actions should be established for all event classes<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363167[]' id='answer-id-1415634' class='answer   answerof-363167 ' value='1415634'   \/><label for='answer-id-1415634' id='answer-label-1415634' class=' answer'><span>A set of control actions should define immediate response to informational events<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363167[]' id='answer-id-1415635' class='answer   answerof-363167 ' value='1415635'   \/><label for='answer-id-1415635' id='answer-label-1415635' class=' answer'><span>incidents should be registered in response to instructional events<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363167[]' id='answer-id-1415636' class='answer   answerof-363167 ' value='1415636'   \/><label for='answer-id-1415636' id='answer-label-1415636' class=' answer'><span>Events require a response that la tailored to the event type<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-39' style=';'><div id='questionWrap-39'  class='   watupro-question-id-363168'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>39. <\/span>Which specific skill is required by a service desk manager when performance the activity \u2018defining the objectives of monitoring?<\/div><input type='hidden' name='question_id[]' id='qID_39' value='363168' \/><input type='hidden' id='answerType363168' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363168[]' id='answer-id-1415637' class='answer   answerof-363168 ' value='1415637'   \/><label for='answer-id-1415637' id='answer-label-1415637' class=' answer'><span>Knowledge of the event logging procedures<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363168[]' id='answer-id-1415638' class='answer   answerof-363168 ' value='1415638'   \/><label for='answer-id-1415638' id='answer-label-1415638' class=' answer'><span>Understanding service value for stakeholders<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363168[]' id='answer-id-1415639' class='answer   answerof-363168 ' value='1415639'   \/><label for='answer-id-1415639' id='answer-label-1415639' class=' answer'><span>Expertise in monitoring tools<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363168[]' id='answer-id-1415640' class='answer   answerof-363168 ' value='1415640'   \/><label for='answer-id-1415640' id='answer-label-1415640' class=' answer'><span>Expertise in automation<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-40' style=';'><div id='questionWrap-40'  class='   watupro-question-id-363169'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>40. <\/span>During self-assessment of the \u2018monitoring and event management\u2019 practice capability, what should be considered as evidence of the capability level3?<\/div><input type='hidden' name='question_id[]' id='qID_40' value='363169' \/><input type='hidden' id='answerType363169' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363169[]' id='answer-id-1415641' class='answer   answerof-363169 ' value='1415641'   \/><label for='answer-id-1415641' id='answer-label-1415641' class=' answer'><span>Integration of monitoring and event management into service value streams<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363169[]' id='answer-id-1415642' class='answer   answerof-363169 ' value='1415642'   \/><label for='answer-id-1415642' id='answer-label-1415642' class=' answer'><span>Agreed processes, roles and responsibilities<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363169[]' id='answer-id-1415643' class='answer   answerof-363169 ' value='1415643'   \/><label for='answer-id-1415643' id='answer-label-1415643' class=' answer'><span>Regularly conducted practice reviews<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363169[]' id='answer-id-1415644' class='answer   answerof-363169 ' value='1415644'   \/><label for='answer-id-1415644' id='answer-label-1415644' class=' answer'><span>Regular reporting on the practice performance<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-41' style=';'><div id='questionWrap-41'  class='   watupro-question-id-363170'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>41. <\/span>An organization is implement a new service configuration management system. <br \/>\r<br>How will monitoring and event management practice benefit from it?<\/div><input type='hidden' name='question_id[]' id='qID_41' value='363170' \/><input type='hidden' id='answerType363170' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363170[]' id='answer-id-1415645' class='answer   answerof-363170 ' value='1415645'   \/><label for='answer-id-1415645' id='answer-label-1415645' class=' answer'><span>The system will support collaboration between teams<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363170[]' id='answer-id-1415646' class='answer   answerof-363170 ' value='1415646'   \/><label for='answer-id-1415646' id='answer-label-1415646' class=' answer'><span>The system will support event correlation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363170[]' id='answer-id-1415647' class='answer   answerof-363170 ' value='1415647'   \/><label for='answer-id-1415647' id='answer-label-1415647' class=' answer'><span>The system will help to manage tasks<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363170[]' id='answer-id-1415648' class='answer   answerof-363170 ' value='1415648'   \/><label for='answer-id-1415648' id='answer-label-1415648' class=' answer'><span>The system will support practice measurement and reporting<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-42' style=';'><div id='questionWrap-42'  class='   watupro-question-id-363171'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>42. <\/span>What can be used to help the service provider assess user experience of a user service?<\/div><input type='hidden' name='question_id[]' id='qID_42' value='363171' \/><input type='hidden' id='answerType363171' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363171[]' id='answer-id-1415649' class='answer   answerof-363171 ' value='1415649'   \/><label for='answer-id-1415649' id='answer-label-1415649' class=' answer'><span>An event correlation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363171[]' id='answer-id-1415650' class='answer   answerof-363171 ' value='1415650'   \/><label for='answer-id-1415650' id='answer-label-1415650' class=' answer'><span>A rule set<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363171[]' id='answer-id-1415651' class='answer   answerof-363171 ' value='1415651'   \/><label for='answer-id-1415651' id='answer-label-1415651' class=' answer'><span>A health model<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363171[]' id='answer-id-1415652' class='answer   answerof-363171 ' value='1415652'   \/><label for='answer-id-1415652' id='answer-label-1415652' class=' answer'><span>A monitoring action plan<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-43' style=';'><div id='questionWrap-43'  class='   watupro-question-id-363172'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>43. <\/span>A service provider is experimenting with artificial intelligence (AI) capabilities to improve event correlation and impact assessment. The previous monitoring and event management records provide sufficient technical data to \u2018tech\u2019 the AI. However, some human input is required. <br \/>\r<br>What aspect of correlation and impact analysis are MOST LIKELY to need an input from the service provider\u2019s members?<\/div><input type='hidden' name='question_id[]' id='qID_43' value='363172' \/><input type='hidden' id='answerType363172' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363172[]' id='answer-id-1415653' class='answer   answerof-363172 ' value='1415653'   \/><label for='answer-id-1415653' id='answer-label-1415653' class=' answer'><span>Impact of events on the system performance<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363172[]' id='answer-id-1415654' class='answer   answerof-363172 ' value='1415654'   \/><label for='answer-id-1415654' id='answer-label-1415654' class=' answer'><span>Performance and capacity thresholds<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363172[]' id='answer-id-1415655' class='answer   answerof-363172 ' value='1415655'   \/><label for='answer-id-1415655' id='answer-label-1415655' class=' answer'><span>Impact of events on the service and business context<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363172[]' id='answer-id-1415656' class='answer   answerof-363172 ' value='1415656'   \/><label for='answer-id-1415656' id='answer-label-1415656' class=' answer'><span>Anomalies that arc not apparent to humans<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-44' style=';'><div id='questionWrap-44'  class='   watupro-question-id-363173'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>44. <\/span>Which capability criterion supports the practice success factor \u2018ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?<\/div><input type='hidden' name='question_id[]' id='qID_44' value='363173' \/><input type='hidden' id='answerType363173' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363173[]' id='answer-id-1415657' class='answer   answerof-363173 ' value='1415657'   \/><label for='answer-id-1415657' id='answer-label-1415657' class=' answer'><span>The responsibility for the approach to monitoring and event management is clearly defined<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363173[]' id='answer-id-1415658' class='answer   answerof-363173 ' value='1415658'   \/><label for='answer-id-1415658' id='answer-label-1415658' class=' answer'><span>Events am usually detected immediately after they occur<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363173[]' id='answer-id-1415659' class='answer   answerof-363173 ' value='1415659'   \/><label for='answer-id-1415659' id='answer-label-1415659' class=' answer'><span>The monitoring and event management approach Is regularly reviewed and continually improved<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363173[]' id='answer-id-1415660' class='answer   answerof-363173 ' value='1415660'   \/><label for='answer-id-1415660' id='answer-label-1415660' class=' answer'><span>The Key users of the monitoring data and their requirements are identified<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-45' style=';'><div id='questionWrap-45'  class='   watupro-question-id-363174'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>45. <\/span>Why should an organization use workarounds?<\/div><input type='hidden' name='question_id[]' id='qID_45' value='363174' \/><input type='hidden' id='answerType363174' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363174[]' id='answer-id-1415661' class='answer   answerof-363174 ' value='1415661'   \/><label for='answer-id-1415661' id='answer-label-1415661' class=' answer'><span>To manage Backlog accumulated by choosing temporary solutions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363174[]' id='answer-id-1415662' class='answer   answerof-363174 ' value='1415662'   \/><label for='answer-id-1415662' id='answer-label-1415662' class=' answer'><span>To help identify problems that have been analysed but not resolved<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363174[]' id='answer-id-1415663' class='answer   answerof-363174 ' value='1415663'   \/><label for='answer-id-1415663' id='answer-label-1415663' class=' answer'><span>To reduce or eliminate the impact of problems that cannot be resolved<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363174[]' id='answer-id-1415664' class='answer   answerof-363174 ' value='1415664'   \/><label for='answer-id-1415664' id='answer-label-1415664' class=' answer'><span>To ensure that problems are investigated<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-46' style=';'><div id='questionWrap-46'  class='   watupro-question-id-363175'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>46. <\/span>Which is a practice success factor of the problem management practice?<\/div><input type='hidden' name='question_id[]' id='qID_46' value='363175' \/><input type='hidden' id='answerType363175' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363175[]' id='answer-id-1415665' class='answer   answerof-363175 ' value='1415665'   \/><label for='answer-id-1415665' id='answer-label-1415665' class=' answer'><span>Proactive problem identification<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363175[]' id='answer-id-1415666' class='answer   answerof-363175 ' value='1415666'   \/><label for='answer-id-1415666' id='answer-label-1415666' class=' answer'><span>Reactive problem identification<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363175[]' id='answer-id-1415667' class='answer   answerof-363175 ' value='1415667'   \/><label for='answer-id-1415667' id='answer-label-1415667' class=' answer'><span>Problem control<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363175[]' id='answer-id-1415668' class='answer   answerof-363175 ' value='1415668'   \/><label for='answer-id-1415668' id='answer-label-1415668' class=' answer'><span>Optimizing problem resolution and mitigation<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-47' style=';'><div id='questionWrap-47'  class='   watupro-question-id-363176'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>47. <\/span>What should a service provider do when human resources to establish problem modes are not available?<\/div><input type='hidden' name='question_id[]' id='qID_47' value='363176' \/><input type='hidden' id='answerType363176' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363176[]' id='answer-id-1415669' class='answer   answerof-363176 ' value='1415669'   \/><label for='answer-id-1415669' id='answer-label-1415669' class=' answer'><span>Consider using a third-party consulting service to help develop problem models<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363176[]' id='answer-id-1415670' class='answer   answerof-363176 ' value='1415670'   \/><label for='answer-id-1415670' id='answer-label-1415670' class=' answer'><span>Postphone problem management activities until the resources are available<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363176[]' id='answer-id-1415671' class='answer   answerof-363176 ' value='1415671'   \/><label for='answer-id-1415671' id='answer-label-1415671' class=' answer'><span>Delegate creation or problem models to a problem coordinator<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363176[]' id='answer-id-1415672' class='answer   answerof-363176 ' value='1415672'   \/><label for='answer-id-1415672' id='answer-label-1415672' class=' answer'><span>Create a single problem model to be used for managing all problems<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-48' style=';'><div id='questionWrap-48'  class='   watupro-question-id-363177'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>48. <\/span>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. <br \/>\r<br>How should automation of problem management support the team in this situation?<\/div><input type='hidden' name='question_id[]' id='qID_48' value='363177' \/><input type='hidden' id='answerType363177' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363177[]' id='answer-id-1415673' class='answer   answerof-363177 ' value='1415673'   \/><label for='answer-id-1415673' id='answer-label-1415673' class=' answer'><span>By supporting the problem management metrics<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363177[]' id='answer-id-1415674' class='answer   answerof-363177 ' value='1415674'   \/><label for='answer-id-1415674' id='answer-label-1415674' class=' answer'><span>By supporting, separation of problem and known errors<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363177[]' id='answer-id-1415675' class='answer   answerof-363177 ' value='1415675'   \/><label for='answer-id-1415675' id='answer-label-1415675' class=' answer'><span>By supporting problem diagnosis with machine learning<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363177[]' id='answer-id-1415676' class='answer   answerof-363177 ' value='1415676'   \/><label for='answer-id-1415676' id='answer-label-1415676' class=' answer'><span>By supporting automated periodic control of known errors<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-49' style=';'><div id='questionWrap-49'  class='   watupro-question-id-363178'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>49. <\/span>A service provider wants to separate records for problems under investigation and for known errors. <br \/>\r<br>Which software tools will help to achieve this?<\/div><input type='hidden' name='question_id[]' id='qID_49' value='363178' \/><input type='hidden' id='answerType363178' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363178[]' id='answer-id-1415677' class='answer   answerof-363178 ' value='1415677'   \/><label for='answer-id-1415677' id='answer-label-1415677' class=' answer'><span>Monitoring and event management tools<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363178[]' id='answer-id-1415678' class='answer   answerof-363178 ' value='1415678'   \/><label for='answer-id-1415678' id='answer-label-1415678' class=' answer'><span>Knowledge management loots<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363178[]' id='answer-id-1415679' class='answer   answerof-363178 ' value='1415679'   \/><label for='answer-id-1415679' id='answer-label-1415679' class=' answer'><span>Service configuration management tools<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363178[]' id='answer-id-1415680' class='answer   answerof-363178 ' value='1415680'   \/><label for='answer-id-1415680' id='answer-label-1415680' class=' answer'><span>Workflow management and collaboration tools<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-50' style=';'><div id='questionWrap-50'  class='   watupro-question-id-363179'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>50. <\/span>The manager responsible for monitoring and event management<\/div><input type='hidden' name='question_id[]' id='qID_50' value='363179' \/><input type='hidden' id='answerType363179' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363179[]' id='answer-id-1415681' class='answer   answerof-363179 ' value='1415681'   \/><label for='answer-id-1415681' id='answer-label-1415681' class=' answer'><span>1 and 2<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363179[]' id='answer-id-1415682' class='answer   answerof-363179 ' value='1415682'   \/><label for='answer-id-1415682' id='answer-label-1415682' class=' answer'><span>2 and 3<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363179[]' id='answer-id-1415683' class='answer   answerof-363179 ' value='1415683'   \/><label for='answer-id-1415683' id='answer-label-1415683' class=' answer'><span>3 and 4<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363179[]' id='answer-id-1415684' class='answer   answerof-363179 ' value='1415684'   \/><label for='answer-id-1415684' id='answer-label-1415684' class=' answer'><span>1 and 4<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-51' style=';'><div id='questionWrap-51'  class='   watupro-question-id-363180'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>51. <\/span>Which problem management process has inputs from external user and professional communicates?<\/div><input type='hidden' name='question_id[]' id='qID_51' value='363180' \/><input type='hidden' id='answerType363180' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363180[]' id='answer-id-1415685' class='answer   answerof-363180 ' value='1415685'   \/><label for='answer-id-1415685' id='answer-label-1415685' class=' answer'><span>Problem control<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363180[]' id='answer-id-1415686' class='answer   answerof-363180 ' value='1415686'   \/><label for='answer-id-1415686' id='answer-label-1415686' class=' answer'><span>Error control<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363180[]' id='answer-id-1415687' class='answer   answerof-363180 ' value='1415687'   \/><label for='answer-id-1415687' id='answer-label-1415687' class=' answer'><span>Proactive problem identification<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363180[]' id='answer-id-1415688' class='answer   answerof-363180 ' value='1415688'   \/><label for='answer-id-1415688' id='answer-label-1415688' class=' answer'><span>Reactive problem identification<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-52' style=';'><div id='questionWrap-52'  class='   watupro-question-id-363181'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>52. <\/span>An organization is not currently doing problem management, and is trying to decide how to get started. <br \/>\r<br>What should be the FIRST step for the organization to take?<\/div><input type='hidden' name='question_id[]' id='qID_52' value='363181' \/><input type='hidden' id='answerType363181' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363181[]' id='answer-id-1415689' class='answer   answerof-363181 ' value='1415689'   \/><label for='answer-id-1415689' id='answer-label-1415689' class=' answer'><span>Define detailed workflows and activities for the problem management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363181[]' id='answer-id-1415690' class='answer   answerof-363181 ' value='1415690'   \/><label for='answer-id-1415690' id='answer-label-1415690' class=' answer'><span>Define a scope for problem management that includes a wide range of product and services<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363181[]' id='answer-id-1415691' class='answer   answerof-363181 ' value='1415691'   \/><label for='answer-id-1415691' id='answer-label-1415691' class=' answer'><span>Look at data on backlogs and links with incidents and changes<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363181[]' id='answer-id-1415692' class='answer   answerof-363181 ' value='1415692'   \/><label for='answer-id-1415692' id='answer-label-1415692' class=' answer'><span>Identify some problems in critical services and try to resolve them<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-53' style=';'><div id='questionWrap-53'  class='   watupro-question-id-363182'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>53. <\/span>Which capability level shows that the problem management practice is defined. <br \/>\r<br>Achieve its purpose, and is integrated with other practices?<\/div><input type='hidden' name='question_id[]' id='qID_53' value='363182' \/><input type='hidden' id='answerType363182' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363182[]' id='answer-id-1415693' class='answer   answerof-363182 ' value='1415693'   \/><label for='answer-id-1415693' id='answer-label-1415693' class=' answer'><span>Level 2<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363182[]' id='answer-id-1415694' class='answer   answerof-363182 ' value='1415694'   \/><label for='answer-id-1415694' id='answer-label-1415694' class=' answer'><span>Level 3<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363182[]' id='answer-id-1415695' class='answer   answerof-363182 ' value='1415695'   \/><label for='answer-id-1415695' id='answer-label-1415695' class=' answer'><span>Level 4<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363182[]' id='answer-id-1415696' class='answer   answerof-363182 ' value='1415696'   \/><label for='answer-id-1415696' id='answer-label-1415696' class=' answer'><span>Level 5<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-54' style=';'><div id='questionWrap-54'  class='   watupro-question-id-363183'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>54. <\/span>A service provider has different product focused teams, plus a small problem management team. <br \/>\r<br>What activity is MOST LIKELY to be a responsibility of the problem management team?<\/div><input type='hidden' name='question_id[]' id='qID_54' value='363183' \/><input type='hidden' id='answerType363183' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363183[]' id='answer-id-1415697' class='answer   answerof-363183 ' value='1415697'   \/><label for='answer-id-1415697' id='answer-label-1415697' class=' answer'><span>Identifying and logging problems<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363183[]' id='answer-id-1415698' class='answer   answerof-363183 ' value='1415698'   \/><label for='answer-id-1415698' id='answer-label-1415698' class=' answer'><span>Investigating problems<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363183[]' id='answer-id-1415699' class='answer   answerof-363183 ' value='1415699'   \/><label for='answer-id-1415699' id='answer-label-1415699' class=' answer'><span>Coordinating problem solving teams<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363183[]' id='answer-id-1415700' class='answer   answerof-363183 ' value='1415700'   \/><label for='answer-id-1415700' id='answer-label-1415700' class=' answer'><span>Reviewing known errors<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-55' style=';'><div id='questionWrap-55'  class='   watupro-question-id-363184'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>55. <\/span>What is the MOST LIKELY reason to involve third parties in the service provider\u2019s problem management practice?<\/div><input type='hidden' name='question_id[]' id='qID_55' value='363184' \/><input type='hidden' id='answerType363184' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363184[]' id='answer-id-1415701' class='answer   answerof-363184 ' value='1415701'   \/><label for='answer-id-1415701' id='answer-label-1415701' class=' answer'><span>Problems may cause incidents that have an Impact on third parties<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363184[]' id='answer-id-1415702' class='answer   answerof-363184 ' value='1415702'   \/><label for='answer-id-1415702' id='answer-label-1415702' class=' answer'><span>Third parties am responsible for problem categorization and Impart analysis<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363184[]' id='answer-id-1415703' class='answer   answerof-363184 ' value='1415703'   \/><label for='answer-id-1415703' id='answer-label-1415703' class=' answer'><span>Errors in third-party products may cause problems<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363184[]' id='answer-id-1415704' class='answer   answerof-363184 ' value='1415704'   \/><label for='answer-id-1415704' id='answer-label-1415704' class=' answer'><span>Service provider may have insufficient resources<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-56' style=';'><div id='questionWrap-56'  class='   watupro-question-id-363185'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>56. <\/span>Affected services<\/div><input type='hidden' name='question_id[]' id='qID_56' value='363185' \/><input type='hidden' id='answerType363185' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363185[]' id='answer-id-1415705' class='answer   answerof-363185 ' value='1415705'   \/><label for='answer-id-1415705' id='answer-label-1415705' class=' answer'><span>1 and 2<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363185[]' id='answer-id-1415706' class='answer   answerof-363185 ' value='1415706'   \/><label for='answer-id-1415706' id='answer-label-1415706' class=' answer'><span>2 and 3<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363185[]' id='answer-id-1415707' class='answer   answerof-363185 ' value='1415707'   \/><label for='answer-id-1415707' id='answer-label-1415707' class=' answer'><span>3 and 4<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363185[]' id='answer-id-1415708' class='answer   answerof-363185 ' value='1415708'   \/><label for='answer-id-1415708' id='answer-label-1415708' class=' answer'><span>1 and 4<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-57' style=';'><div id='questionWrap-57'  class='   watupro-question-id-363186'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>57. <\/span>In which step of the 'incident handling and resolution' process does the service desk agent confirm that the user query refers to an incident?<\/div><input type='hidden' name='question_id[]' id='qID_57' value='363186' \/><input type='hidden' id='answerType363186' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363186[]' id='answer-id-1415709' class='answer   answerof-363186 ' value='1415709'   \/><label for='answer-id-1415709' id='answer-label-1415709' class=' answer'><span>Incident classification<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363186[]' id='answer-id-1415710' class='answer   answerof-363186 ' value='1415710'   \/><label for='answer-id-1415710' id='answer-label-1415710' class=' answer'><span>Incident detection<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363186[]' id='answer-id-1415711' class='answer   answerof-363186 ' value='1415711'   \/><label for='answer-id-1415711' id='answer-label-1415711' class=' answer'><span>Incident registration<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363186[]' id='answer-id-1415712' class='answer   answerof-363186 ' value='1415712'   \/><label for='answer-id-1415712' id='answer-label-1415712' class=' answer'><span>Incident diagnosis<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-58' style=';'><div id='questionWrap-58'  class='   watupro-question-id-363187'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>58. <\/span>Which of the following statements provides the BEST reason for applying a workaround?<\/div><input type='hidden' name='question_id[]' id='qID_58' value='363187' \/><input type='hidden' id='answerType363187' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363187[]' id='answer-id-1415713' class='answer   answerof-363187 ' value='1415713'   \/><label for='answer-id-1415713' id='answer-label-1415713' class=' answer'><span>It is impossible to find a systemic solution for an incident<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363187[]' id='answer-id-1415714' class='answer   answerof-363187 ' value='1415714'   \/><label for='answer-id-1415714' id='answer-label-1415714' class=' answer'><span>The incident requires an immediate coordinated resolution<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363187[]' id='answer-id-1415715' class='answer   answerof-363187 ' value='1415715'   \/><label for='answer-id-1415715' id='answer-label-1415715' class=' answer'><span>The incident requires quick restoration of normal operation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363187[]' id='answer-id-1415716' class='answer   answerof-363187 ' value='1415716'   \/><label for='answer-id-1415716' id='answer-label-1415716' class=' answer'><span>There are no automated resolution procedures available<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-59' style=';'><div id='questionWrap-59'  class='   watupro-question-id-363188'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>59. <\/span>An organization is implementing a new service configuration management system. <br \/>\r<br>How will incident management practice benefit from it?<\/div><input type='hidden' name='question_id[]' id='qID_59' value='363188' \/><input type='hidden' id='answerType363188' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363188[]' id='answer-id-1415717' class='answer   answerof-363188 ' value='1415717'   \/><label for='answer-id-1415717' id='answer-label-1415717' class=' answer'><span>The system will help to detect incidents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363188[]' id='answer-id-1415718' class='answer   answerof-363188 ' value='1415718'   \/><label for='answer-id-1415718' id='answer-label-1415718' class=' answer'><span>The system will help manage incident records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363188[]' id='answer-id-1415719' class='answer   answerof-363188 ' value='1415719'   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'><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363189[]' id='answer-id-1415721' class='answer   answerof-363189 ' value='1415721'   \/><label for='answer-id-1415721' id='answer-label-1415721' class=' answer'><span>Inability to assign resources to all tasks in the backlog<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363189[]' id='answer-id-1415722' class='answer   answerof-363189 ' value='1415722'   \/><label for='answer-id-1415722' id='answer-label-1415722' class=' answer'><span>Reduction in the quality of a service<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-363189[]' id='answer-id-1415723' class='answer   answerof-363189 ' value='1415723'   \/><label for='answer-id-1415723' id='answer-label-1415723' class=' answer'><span>Planned interruption to a service<\/span><\/label><\/div><div class='watupro-question-choice  ' 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