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NEW QUESTION 47
Which is part of the 'focus on value' guiding principle?
NEW QUESTION 48
Which Practice includes management of workarounds and known errors?
Explanation:
Explanation
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
* Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
* Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION 49
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
NEW QUESTION 50
......
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NEW QUESTION 47
Which is part of the 'focus on value' guiding principle?
- A. Reducing the number of steps in the customer experience
- B. Identifying activities that can be achieved in smaller iterations
- C. Understanding what services help the service consumer
- D. Assessing services to identify parts that can be reused
NEW QUESTION 48
Which Practice includes management of workarounds and known errors?
- A. Monitoring and event management
- B. Service configuration management
- C. Problem management
- D. Incident management
Explanation:
Explanation
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
* Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
* Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION 49
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
- A. 2 and 3
- B. 3 and 4
- C. 1 and 2
- D. 1 and 4
NEW QUESTION 50
......