Examice

Question 6 of 60

Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

Rather than allowing a supplier to perform all incident management activities, they can only perform parts of activities

In addition to the development of a practice, the involvement of partners might also be needed for the management of the practice

Already established formal barriers in decision-making should not be removed for third parties such as suppliers

Third parties such as suppliers should be involved in incident management on ad hoc basis rather than included in incident models

Correct Answer: B

Question 7 of 60

How do incident models help resolve incidents quickly and efficiently?

By applying proven and tested solutions

By forming dedicated temporary teams

By reducing workaround-related backlogs

By gathering people with different areas of expertise

Correct Answer: A

Question 8 of 60

The service management team is analyzing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident management value stream.
Which of the following statements is CORRECT?

Incidents should be solved and communicated in the same way for internal and external customers

Incidents should be solved and communicated in the same way for services developed in-house and those sourced externally

A single incident management value stream can include only products or only services

Incidents can be solved and communicated in a different way for B2B and B2C products

Correct Answer: D

Question 9 of 60

A service provider is implementing a new remote administration tool.
How will incident management practice benefit from it?

It will help to detect incidents

It will help to diagnose and resolve incidents

It will help to report on the practice performance

It will help to integrate the practice into value streams

Correct Answer: B

Question 10 of 60

Which of the following is a key metric for the practice success factor continually improving incident management?

Percentage of incidents detected via monitoring and event management

Balance between the speed and effectiveness metrics for incident resolution

Percentage of waiting time in the overall incident handling time

Percentage of incidents resolved before being reported by users

Correct Answer: B