Free Preparation Discussions
MENU
PeopleCert ITIL 4 Specialist Monitor Support Fulfil Exam - Topic 3 Question 12 Discussion
Topic #: 3
Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes
Reactive problem identification relies heavily on the analysis of incident data to identify trends and patterns that might indicate underlying problems. Workflow management and collaboration tools often include features for:
Incident Tracking: Capturing and storing information about past and current incidents, including their details, status, and resolution steps.
Incident Analysis: Providing capabilities to search, filter, and analyze incident data to identify recurring issues or common root causes.
Collaboration: Facilitating communication and collaboration among teams involved in incident and problem management, enabling them to share insights and identify potential problems.
While other options might play a role in problem management, they are not as directly focused on providing the historical and current incident information necessary for reactive problem identification:
B . Service configuration management tools: These tools track configuration items and their relationships, which can be helpful in understanding the impact of problems, but they don't primarily focus on incident data.
C . Monitoring and event management tools: These tools focus on real-time monitoring and event correlation, which is more relevant for proactive problem identification.
D . Knowledge management tools: These tools store and manage knowledge articles and solutions, which can be helpful in resolving problems but are not the primary source of incident data for reactive identification.
Corrina
2 months agoCarolynn
2 months agoPhung
2 months agoDahlia
3 months agoShizue
3 months agoBarney
3 months agoWillard
3 months agoWenona
4 months agoGermaine
4 months agoKaran
4 months agoClarence
4 months agoHeike
4 months agoMarylou
5 months agoAnna
5 months agoSamuel
10 months agoRemedios
9 months agoLinwood
9 months agoParis
9 months agoSean
10 months agoElina
9 months agoJoseph
9 months agoFelix
9 months agoTanesha
9 months agoNaomi
10 months agoSheridan
9 months agoTamie
10 months agoDierdre
11 months agoCorazon
11 months agoIsreal
9 months agoMarla
10 months agoKasandra
10 months agoMabelle
10 months agoJame
11 months agoGail
11 months agoMargret
11 months ago