Examice

Question 6 of 113

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

A.

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

B.

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

C.

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

D.

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

Question 7 of 113

How do incident models help resolve incidents quickly and efficiently?

A.

By applying proven and tested solutions

B.

By forming dedicated temporary teams

C.

By reducing workaround-related backlogs

D.

By gathering people with different areas of expertise

Question 8 of 113

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?

A.

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

B.

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

C.

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

D.

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

Question 9 of 113

A service provider is implementing a new remote administration tool.

How will incident management practice benefit from it?

A.

It will help to detect incidents

B.

It will help to diagnose and resolve incidents

C.

It will help to report on the practice performance

D.

It will help to integrate the practice into value streams

Question 10 of 113

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

A.

Percentage of incidents detected via monitoring and event management

B.

Balance between the speed and effectiveness metrics for incident resolution

C.

Percentage of waiting time in the overall incident handling time

D.

Percentage of incidents resolved before being reported by users