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問題 #153
Which capability criterion supports the practice success factor 'establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them'?
答案：B
解題說明：
For the success factor of establishing and maintaining models that describe events and monitoring capabilities, it is critical to identify the key users of the monitoring data and understand their requirements. This ensures that the monitoring approach is tailored to meet the specific needs of those who will act on the data, thus improving the effectiveness of the monitoring and event management process.
問題 #154
Which of the following statements provides the BEST reason for applying a workaround?
答案：D
解題說明：
A workaround is a temporary solution used to restore service or reduce the impact of an incident when the root cause cannot be immediately resolved. The primary reason for applying a workaround is to restore normal operations quickly while a more permanent solution is being sought. ITIL 4 emphasizes that workarounds are used to mitigate the impact of an incident and restore service to users as quickly as possible.
Quick Restoration of Normal Operation (Answer C - Correct): The best reason for applying a workaround is to restore normal service quickly when a full resolution isn't immediately available. This aligns with the purpose of Incident Management, which is to minimize the impact on users by restoring service as fast as possible.
Systemic Solution Not Possible (Answer A - Incorrect): While a workaround may be applied when a systemic solution is not immediately available, this is not the main reason for its use. The key objective is the quick restoration of service.
Immediate Coordinated Resolution (Answer B - Incorrect): A workaround is typically used when a coordinated, full resolution is not immediately possible. It is a temporary fix rather than a final coordinated solution.
No Automated Procedures (Answer D - Incorrect): The availability of automated resolution procedures does not determine the use of a workaround. Workarounds are used when quick, temporary solutions are needed to restore service.
ITIL 4 Reference:
Incident Management Practice: The use of workarounds is part of Problem Management, and they are implemented to quickly restore service and reduce the impact on users.
問題 #155
Although many events are captured and processed automatically, some require a human response. Which software tools are MOST important for effective joint work of IT teams responding to events?
答案：D
解題說明：
When human responses are required for events, workflow management and collaboration tools are essential for the effective joint work of IT teams. These tools help coordinate tasks, ensure proper handoffs, and facilitate communication between teams, making it easier to manage incidents and events that require manual intervention.
問題 #156
What should the service request management practice handle in order to support the agreed quality of a service?
答案：D
解題說明：
The service request management practice in ITIL 4 is responsible for handling all pre-defined, user-initiated service requests. These are typically requests for something that is already part of an agreed-upon service offering (for example, password resets or access to software).
Agreed Service Actions: This refers to standard service actions that are defined and documented, such as software access or user account creation. Service request management ensures that such requests are handled efficiently and in line with agreed service levels.
Option A ("Requests that initiate an agreed service action") is the correct answer, as it aligns with the purpose of service request management, which is to handle routine requests for agreed service actions.
Incorrect Options:
Option B: Requesting the design of a new service falls under service design, not service request management.
Option C: Requests to resolve an interruption to a service are incidents, not service requests.
Option D: Determining the root cause of an incident relates to problem management, not service request management.
問題 #157
Which activity of the 'user query handling' process will result in the service desk agent resolving the query at first line?
答案：D
解題說明：
In the user query handling process, triage is the activity where the service desk agent assesses the query to determine the necessary action. When the query is simple and can be resolved immediately, the agent resolves it at the first line. Triage is critical because it helps to identify which queries can be handled directly and which need to be escalated to more specialized teams.
Acknowledging and recording the query is an important step but does not lead directly to resolution.
Information packaging typically refers to preparing information for the user, often following resolution.
Validating ensures the query is correctly understood, but resolution occurs during triage when the appropriate activities are initiated.
問題 #158
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