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NEW QUESTION 29
Which Practice includes management of workarounds and known errors?

A. Problem managementB. Incident managementC. Service configuration managementD. Monitoring and event management

Answer: A

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 30
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?

A. Problem managementB. Service request managementC. Incident managementD. Continual improvement

Answer: D

 

NEW QUESTION 31
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

A. Collaborate and promote visibilityB. Progress iteratively with feedbackC. Think and work holisticallyD. Keep it simple and practical

Answer: D

 

NEW QUESTION 32
Which practice may involve the initiation of disaster recovery?

A. Incident managementB. Service level managementC. Service request managementD. IT asset management

Answer: A

 

NEW QUESTION 33
......

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