Lernkartei Fragen für Practice Manager ITITL zweiter Versuch (Seite 3 von 4)

Karten	123
Sprache	Deutsch
Kategorie	Informatik
Stufe	Universität
Erstellt / Aktualisiert	05.09.2025 / 08.09.2025
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Complicated incidents are generally best handled by…

Routing to specialist groups for diagnosis and learning for future models

Ignoring until they become complex

Immediate swarming without triage

Only auto-closure rules

Publishing new SLAs mid-incident

Real-time capture of actions during IM is preferable especially when customers can see status via a portal because it…

Improves transparency and trust while avoiding false histories

Removes the need for resolution

Eliminates user communication

Forces tiered handoffs

Prevents automation usage

Organizations aiming for fast IM resolution with partners typically try to remove…

Bureaucratic barriers to communication and joint decision-making

All supplier access to tools

Incident models entirely

All audit trails

User communications

A practical recommendation for evolving IM capability is to start with…

Critical services and basic detection-to-resolution workflow, then scale

A complete enterprise rollout day one

Only event-driven incidents

Only user-driven incidents

All processes fully automated first

The Service Desk practice enables integration of user communications into value streams by ensuring…

Channels feed structured information to downstream practices

All work is retained within Service Desk

Users are redirected to suppliers exclusively

Only email is allowed

No triage is performed

How does MEM indirectly reduce incident impact before users notice issues?

By enabling early detection and triggering automated or rapid response

By changing SLAs post-incident

By closing tickets automatically

By suppressing all alerts by default

By disabling monitoring during releases

Analysing repeating incidents in PM primarily aims to…

Identify underlying causes and create models/solutions to prevent recurrence

Increase incident count for metrics

Eliminate SRM entirely

Replace service desk empathy

Outsource all diagnostics

A MEM design responsibility includes prioritizing services/components and…

Balancing informativity, granularity, frequency, and efficiency

Guaranteeing infinite retention

Disabling vendor-native monitoring

Ignoring network availability

Focusing only on CPU metrics

MSF avoids universal KPI targets because effective performance assessment requires…

Context of specific services, incident types, groups, and periods

Vendor benchmarks only

Annual fixed percentages

Static targets independent of change

Ignoring continual improvement

“Assurance” for a Service Desk channel indicates that it is considered…

Genuine, secure, and compliant with applicable rules

Open to guest posting

Unmoderated and anonymous

Disconnected from identity systems

Only accessible on-site

A request to provision standard software via a self-service portal is typically handled as…

A service request using a predefined model

An incident

A problem

A major incident

A change without SRM

Incident closure typically involves which of the following activities?

Scheduling the next major release

Confirming restoration, updating records/knowledge, and communicating status

Rewriting SLAs

Escalating to finance

Reopening all related tickets

An “exception” event in MEM most nearly indicates that the system has…

Deviated from desired/normal state requiring attention

Provided an FYI with no action

Reported planned maintenance

Logged a user comment

Triggered a request for change automatically

Designing accessible channels primarily addresses which risk in Service Desk operations?

Exclusion of users due to impairments or language/format barriers

Supplier over-billing

License audit failures

Hardware lifecycle costs

Network segmentation errors

A typical integration need in MEM is to ensure monitoring tools’ availability and also to…

Maintain data gathering, filtering, and correlation consistently

Disable vendor-native metrics

Collect only network logs

Use separate tools per CI without integration

Avoid any response automation

User-reported incident information is often ______, while MEM-provided information is often ______ (choose the BEST pair).

Subjective/unstructured — objective/structured

Objective/structured — subjective/unstructured

Identical — identical

Financial — legal

Qualitative — unavailable

SRM supports agreed service quality mainly by ensuring requests are handled…

Effectively, predictably, and user-friendly using standardized models

Only by senior engineers

Outside of any catalogue

Without measurement

With ad-hoc steps each time

Some organizations broaden the Service Desk purpose to “effective communication interface.” This still includes capturing demand for…

Incident resolution and service requests

Release approvals and CAB votes

Portfolio strategy decisions

Executive budgeting

Procurement negotiation

The two processes defined in IM within MSF are “Incident handling & resolution” and…

Periodic Incident Review

Request Fulfilment

Release Deployment

Portfolio Governance

Supplier Auditing

A “to-be” value stream map is used primarily to…

Plan improvements with an end-to-end efficiency focus

Freeze processes to prevent change

Replace practice metrics

Eliminate cross-practice workflows

Shift all work to projects

If no formal specification of normal operation exists, but a specialist suspects abnormal behavior, the guidance is to…

Register an incident and restore normal operation as reasonably possible

Open a problem only

Wait for MEM to confirm

Escalate to CAB

Ignore unless users complain

Integrating Service Desk channels helps prevent which common issue during user journeys?

Duplication of data entry and loss of information

Automatic incident closure

Elimination of all escalations

Removal of all approvals

Vendor lock-in by design

A typical SRM item suitable for pre-approval and automation is…

Granting access to a standard group based on role

Deploying emergency database patches

Restoring service after outage

Redesigning network topology

Authorizing capital expenditure

A MEM responsibility to enable reliable detection is to ensure availability of which elements?

Only HR systems

Monitoring tools and necessary network/connectivity

Only change calendars

Only supplier portals

Only ticket dashboards

Automating action registration in IM is recommended to primarily achieve…

Accurate, shareable timelines and reduced manual overhead

Zero incidents per quarter

Budget approvals for tooling

Removal of all human roles

CMDB schema redesign

An additional indicator of early detection effectiveness is the percentage of incidents that are…

Detected via monitoring and event management

Opened by executive leadership

Closed without action

Converted to projects

Reassigned over five times

“Familiarity” as a channel trait suggests choosing channels that are…

Commonly used by users (e.g., email, chat, social platforms), adapted for support

Obscure and proprietary

Voice-only

Email-only

Portal-only in one language

Which is TRUE regarding workarounds for problems vs incidents in MSF?

Problem workarounds reduce likelihood of incidents; incident workarounds reduce impact

Both remove the underlying error

Both are permanent fixes

Neither should be documented

Problem workarounds are prohibited

A second PSF of the Service Desk practice is enabling the effective integration of user communications into…

Value streams so downstream practices receive the right information

HR performance reviews

Finance budget cycles

Compliance-only processes

Facilities maintenance workflows

What is the primary purpose of the Incident Management practice?

To prevent all incidents from occurring

To minimize negative impact by restoring normal service operation quickly

To design new services according to business requirements

To define SLAs with customers

To review supplier performance

Which practice primarily enables early detection of incidents?

Monitoring and Event Management

Service Request Management

Problem Management

Knowledge Management

Change Enablement

In which step of the incident handling process does the service desk agent confirm a user query refers to an incident?

Incident detection

Incident classification

Incident registration

Incident diagnosis

Incident closure

What is a key characteristic of a major incident?

It only affects a single user but is urgent

It has significant business impact or high complexity

It can always be solved with a workaround

It is always detected automatically

It never requires communication to stakeholders

Which technique is recommended for handling complex, unknown incidents?

Tiered escalation

Applying a standard incident model

Swarming and safe-to-fail experiments

Immediate closure without investigation

Ignoring until more users are affected

What is the purpose of the Service Desk practice?

To reduce the likelihood of incidents

To approve all changes before deployment

To act as a single point of contact for incidents and service requests

To design new service architectures

To manage supplier contracts

Which of the following is NOT a characteristic of a convenient communication channel at the service desk?

Accessibility

Integration

Assurance

Profitability

Contextual intelligence

Why is empathy critical for service desk staff?

It improves user satisfaction and strengthens service relationships

It allows agents to ignore user needs

It guarantees incidents will not recur

It eliminates the need for automation

It reduces SLAs to zero

What is the purpose of Monitoring and Event Management?

To support normal operation by observing, analyzing, and responding to changes of state

To design new services for business value

To negotiate SLAs with customers

To automate financial reporting

To manage HR service requests

Why is correlation important in event management?

It reduces noise and links related signals to detect meaningful conditions

It guarantees every event is critical

It eliminates the need for monitoring tools

It replaces SLAs entirely

It removes the need for reporting

What is the purpose of the Problem Management practice?

To minimize incident duration

To reduce the likelihood and impact of incidents by identifying causes and managing workarounds and known errors

To approve all service requests

To monitor user satisfaction continuously

To negotiate contracts with vendors

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