問題1
An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?
An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題2
An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?
An organization has identified many interfaces between the service request management activities and the activities of other practices. During value stream mapping, when will it be BEST to document these interfaces?
正確答案: D
問題3
The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?
The service management team is analysing different practices, products, and services to map relevant value streams for further improvements. They are currently looking at the incident anagement value stream and are trying to identify waste. Which of the following is the BEST step for analysing information to find waste?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題4
What is a capability criterion for the service request management practice which is related to the
'information and technology' dimension of service management?
What is a capability criterion for the service request management practice which is related to the
'information and technology' dimension of service management?
正確答案: B
問題5
Which process has an output of 'stakeholder notifications'?
Which process has an output of 'stakeholder notifications'?
正確答案: B
說明：（僅 NewDumps 成員可見）
問題6
What process has activities that ensure that messages are directed to the correct audience?
What process has activities that ensure that messages are directed to the correct audience?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題7
A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?
A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?
正確答案: C
說明：（僅 NewDumps 成員可見）
問題8
How can partners and suppliers support the service desk practice?
How can partners and suppliers support the service desk practice?
正確答案: D
說明：（僅 NewDumps 成員可見）
問題9
Which is a challenge of the monitoring and event management practice in a modern IT environment?
Which is a challenge of the monitoring and event management practice in a modern IT environment?
正確答案: D
說明：（僅 NewDumps 成員可見）
問題10
What characteristic of communication channels can be supported by pre-population of relevant user data?
What characteristic of communication channels can be supported by pre-population of relevant user data?
正確答案: A
說明：（僅 NewDumps 成員可見）
問題11
Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?
Which activity of the `user query handling' process will result in the service desk agent resolving the query at first line?
正確答案: A
問題12
What should be the FIRST step in investigating a problem that was identified by reactive problem identification?
What should be the FIRST step in investigating a problem that was identified by reactive problem identification?
正確答案: B
說明：（僅 NewDumps 成員可見）