NO.88 What defines how event messages will be processed and evaluated?

NO.89 When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider’s teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?

NO.90 Reactive problem identification is based on the information about past and current incidents. Which software tools ensure that this information is available for problem identification?

NO.91 How can a service desk agent recognize and understand the experience of a user?

NO.92 Which is a practice success factor of the problem management practice?

NO.93 Which of the following statements provides the BEST reason for applying a workaround?

NO.94 An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?

NO.95 The use of an integrated information system is an important aspect of which capability level for the ‘service request management’ practice?

NO.96 A value stream mapping exercise has noted that the service provider monitors all components that are visible to the service consumers.
Why will this NOT be sufficient ‘monitoring and event management’ capability?

NO.97 Which capability level is MOST focused on continual improvement?

NO.98 A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

NO.99 What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

NO.100 What process has activities that ensure that messages are directed to the correct audience?

NO.101 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.
What is the BEST way to improve this situation?

NO.102 An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

NO.103 Which capability criterion supports the practice success factor ‘ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?

NO.104 What competency is the MOST important when performing the activity ‘event logging’?

NO.105 Which of the following describes the purpose of the service desk practice desk practice?