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NEW QUESTION # 80
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.
Which of the following statement is CORRECT?
Answer: C
Explanation:
ITIL 4 defines Incident Management as a key practice that works across various parts of the Service Value Chain. While Incident Management has its own value stream focused on restoring normal service operations as quickly as possible, it can also be involved in other value streams to handle incidents that may arise during activities like Service Fulfillment, Service Request Management, or even during the delivery of new services.
Incident Management in Multiple Value Streams (Answer C - Correct): Incident Management can be involved in other value streams where its role is to manage disruptions that may occur during different stages of service delivery or other operations. For example, during Change Management, incidents may occur as a result of changes made to the infrastructure, and Incident Management would need to step in to manage those disruptions.
Incident Management in All Value Streams (Answer A): While incident management is crucial, it is not necessarily involved in all value streams. Value streams that do not involve service disruptions or incidents, such as strategic planning or purely administrative value streams, may not require the involvement of incident management.
Restoration of Normal Service (Answer B): While Incident Management focuses on restoring normal service as soon as possible, other value streams like Change Enablement and Service Request Management can also trigger service restoration activities under different circumstances. Therefore, it is incorrect to say that only the Incident Management value stream can trigger restoration.
Incident Management in Fulfillment Workflow (Answer D): While Service Request Fulfillment often deals with requests such as password resets or access requests, which are not necessarily incidents, there may be occasions where Incident Management overlaps with the fulfillment process (e.g., if a service request leads to an incident). However, it is not mandatory that Incident Management be involved in every fulfillment workflow.
ITIL 4 Reference:
Service Value Chain: Incident Management activities are often part of various stages across the value chain, particularly in Engage, Deliver and Support, and Improve stages.
Incident Management Practice: Incident Management ensures service disruptions are managed efficiently and effectively, making it a practice that can be invoked during various service value streams when required.
NEW QUESTION # 81
The appropriate service request model is chosen as pad or which activity of the 'service request fulfillment control process?
Answer: B
Explanation:
In the service request fulfillment control process, the appropriate service request model is chosen during the request categorization activity. Categorizing the request helps determine the correct model or procedure to follow for fulfilling the request efficiently and appropriately. This ensures that the service request is aligned with pre-defined workflows, contributing to consistency and efficiency in handling similar types of requests.
Service request model initiation and control refers to starting and managing the model, but the categorization determines which model is appropriate.
Ad hoc fulfilment control and fulfilment review occur after the model has been selected.
NEW QUESTION # 82
What practice should be used together with the 'service request management' practice to ensure that third parties will adjust their level of service to the needs of the organization?
Answer: A
Explanation:
The supplier management practice ensures that suppliers and their performance are managed appropriately to support the seamless provision of quality services. When used together with service request management, supplier management helps ensure that third parties adjust their level of service to the organization's needs by setting clear expectations and monitoring supplier performance through contracts and agreements (SLAs).
Supplier Management: This practice focuses on maintaining and improving supplier relationships, including negotiating and enforcing SLAs, ensuring that third-party services align with organizational requirements.
Option B ("Supplier management") is the correct answer because it ensures that third-party service levels are aligned with the needs of the organization through proper management and oversight.
Incorrect Options:
Option A (Service level management): This focuses on managing internal service levels rather than external suppliers.
Option C (Service desk): The service desk handles user requests but does not manage third-party suppliers.
Option D (Service catalogue management): This defines available services but does not manage third-party performance.
NEW QUESTION # 83
Which activity is NOT part of the service request review and optimization process?
Answer: B
Explanation:
The service request review and optimization process focuses on assessing, improving, and optimizing the workflows related to service requests. The key activities include analyzing metrics, identifying improvement opportunities, and communicating updates to stakeholders.
Reviewing metrics and registering improvements are standard steps in the optimization process to ensure service requests are handled efficiently.
Communicating updates to stakeholders is necessary to ensure alignment and smooth transition of optimized service request models.
Option D ("Enacting the procedures to fulfil the request") is not part of the optimization process. This refers to operational activities rather than reviewing or optimizing the process.
NEW QUESTION # 84
Which process has an output of 'stakeholder notifications'?
Answer: C
Explanation:
In ITIL 4, event handling involves managing events that may require notifications to stakeholders. When an event is detected, it could signify a change in the state of a service or component, necessitating communication with relevant stakeholders to ensure appropriate actions are taken. Stakeholder notifications are a key part of this process, ensuring that those affected or involved are informed promptly.
NEW QUESTION # 85
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