Online ITIL-4-Specialist-Monitor-Support-Fulfil Questions Video

Aworkaroundis a temporary solution used to restore service or reduce the impact of an incident when the root cause cannot be immediately resolved. The primary reason for applying a workaround is torestore normal operations quicklywhile a more permanent solution is being sought. ITIL 4 emphasizes that workarounds are used to mitigate the impact of an incident and restore service to users as quickly as possible.

Quick Restoration of Normal Operation (Answer C - Correct):The best reason for applying a workaround is to restore normal service quickly when a full resolution isn't immediately available. This aligns with the purpose of Incident Management, which is to minimize the impact on users by restoring service as fast as possible.

Systemic Solution Not Possible (Answer A - Incorrect):While a workaround may be applied when a systemic solution is not immediately available, this is not the main reason for its use. The key objective is the quick restoration of service.

Immediate Coordinated Resolution (Answer B - Incorrect):A workaround is typically used when a coordinated, full resolution is not immediately possible. It is a temporary fix rather than a final coordinated solution.

No Automated Procedures (Answer D - Incorrect):The availability of automated resolution procedures does not determine the use of a workaround. Workarounds are used when quick, temporary solutions are needed to restore service.

ITIL 4 References:

Incident Management Practice:The use of workarounds is part of Problem Management, and they are implemented to quickly restore service and reduce the impact on users.

Aworkflow management systemautomates the process of creating and managing records and tasks in response to specific events. This system can handle various types of tasks, such as creating incident records, initiating maintenance activities, or triggering change records, based on predefined workflows. It ensures that the appropriate actions are taken automatically when certain events are detected.

Automation through Workflow Management: This system allows for the seamless creation of tasks and records whenever an event occurs, improving efficiency and reducing the need for manual intervention.

Option B ("Workflow management system")is the correct answer because it automates the creation of incident records, maintenance tasks, and change records based on predefined event triggers​​.

Incorrect Options:

Option A (Knowledge management system): This system manages information and knowledge, not tasks or records.

Option C (Monitoring system built into the monitored component): This system detects events but does not handle task or record creation.

Option D (Service configuration management system): This system manages configuration items (CIs) but does not create records or tasks automatically.

In theservice request managementpractice, the primary focus is on theuser, as they are the ones submitting service requests and requiring support. ITIL defines auseras the individual who consumes or uses the services. The objective of service request management is to address the users' needs efficiently and in line with agreed service levels​​.

Thecustomerdefines the requirements for the service, but theuseris the one interacting with the service requests.

Sponsorsandasset managershave roles in other aspects of service management but are not the focus in this practice.

Active monitoringrefers to continuously checking the status of configuration items (CIs) and other components, regardless of whether an event has occurred. This type of monitoring proactively looks for potential issues by continuously evaluating the state of systems and services, unlike passive monitoring, which only reacts when an event is triggered.

Active Monitoring: This involves actively probing or querying systems to check their status, even if no event has occurred. It helps in detecting issues before they manifest into problems.

Option C ("Active monitoring takes place whether an event has occurred or not")is the correct answer because active monitoring involves continuous checks, independent of event occurrence​​.

Incorrect Options:

Option A: Active monitoring happens continuously, not just when an event occurs.

Option B: This describes passive monitoring, where CIs report an event once it happens.

Option D: Active monitoring does not require conditions to be met; it happens continuously.