ITIL 4 Specialist Exam: Monitor & Support

Understanding how a service delivers value to stakeholders and ensuring monitoring objectives meet their needs.

The ability to direct messages through different communication channels, tailoring the communication to the recipient's preferences.

The process of ensuring messages are directed to the right audience through multiple communication channels.

The ability to log events that occur within a system, providing a historical record for troubleshooting and analysis.

The tools and techniques used to track system health and performance, identifying potential issues early.

The ability to automate tasks and processes, reducing manual effort and improving efficiency.

The ability to predict the likelihood of an event based on analyzing past trends.

A practice capability level where a service desk performs its basic functions, like responding to service requests and incidents.

Third parties can be involved in the process of identifying, resolving, and tracking incidents.

The practice ensures events are timely detected, interpreted, and acted upon.

Data must be available and relevant for event management to be effective.

The ability to analyze trends allows for predictions of future events, potentially leading to proactive measures.

The practice of managing service requests and incidents is essential for supporting service delivery.

The ability to quickly resolve incidents and prevent recurrence is essential for maintaining service availability.

A method of incident resolution that leverages the combined expertise of multiple teams to resolve complex incidents faster and more effectively.

A method of incident resolution that involves passing the incident from one team to another, potentially slowing down resolution.

Software tools that help organizations track and manage different statuses of problems, including problems under investigation and known errors.

Software tools used to track events and incidents but not specifically designed for managing problem records.

Tools that store and provide access to information but do not manage workflows.

Tools that manage the configuration of services and assets, but they do not directly manage problem and known error records.

Involves integrating incident and problem management to proactively identify and address potential issues.

Involves identifying patterns in recurring incidents to predict and prevent future issues.

The process of ensuring monitoring is aligned with organizational objectives and delivers value.

The ability to use data from incident records to identify patterns and predict future events.

The process of using historical incident data to improve the efficiency and effectiveness of incident resolution.

The ability to use automation to streamline tasks and processes in incident management.

A key aspect of incident management focusing on the overall process of identifying, logging, resolving, and closing incidents.

The practice of capturing and reusing knowledge from incidents to prevent future issues.

A plan that outlines specific actions to minimize the negative impact of an event.

The process of linking related events together to gain a better understanding of the situation.

A set of rules that define criteria for triggering alerts or actions based on events.

A baseline for normal system behavior, aiding in identifying anomalies.

A key benefit of Incident Management in ITIL 4 that involves satisfying agreed upon service levels.

A key benefit of Incident Management in ITIL 4 that involves increased satisfaction for both clients and employees.

A key benefit of Incident Management in ITIL 4 that involves reducing losses caused by service disruptions.

A user request for information, advice, or access to a standard service.

An unplanned interruption or reduction in the quality of an IT service.

The service desk typically handles service requests and incidents. They are the first point of contact for users.

Problem management aims to tackle the root cause of persistent incidents.

Change enablement is responsible for managing and approving changes to the IT environment.

Monitoring and event management helps in early detection of incidents by tracking system health and performance.

Monitoring and event management is the practice that enables early detection of incidents.

The purpose of monitoring and event management is to monitor services and components in real-time, to detect events and respond accordingly. This allows for early detection of incidents.