Last Updated: Jun 02, 2026
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1. Which is a challenge of the monitoring and event management practice in a modern IT environment?
A) Service value streams
B) Volume of data
C) Lack of data
D) Lack of availability of monitoring tools
2. Which role or team usually perform the initial operational actions on service requests?
A) Specialized technician
B) Service desk
C) Problem manager
D) Change manager
3. Which practice provides `service health criteria' as an input to the `monitoring planning' process?
A) Capacity and performance management
B) Availability management
C) Service design
D) Service catalogue management
4. How can a service desk agent recognize and understand the experience of a user?
A) Effectively and efficiently triage the user query
B) Create a moment of truth
C) Utilize omnichannel communication
D) Apply service empathy
5. When service provider teams fulfil a service request, they need to control that all steps of the service request model are completed successfully. Which software tools help to perform this control?
A) Monitoring and event management tools
B) Analysis and reporting tools
C) Social media
D) Publishing tools
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: A |
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