ITIL Updated ITIL-4-Specialist-Monitor-Support-Fulfil Exam Questions and Answers by hughie

When creating aproblem record, it is essential to include information that can help in diagnosing and resolving the problem. One key piece of information is theassociated configuration items (CIs), as thishelps to identify which components are affected and to trace relationships between incidents and problems. This is applicable for both reactive (responding to incidents) and proactive (preventing future incidents) problem management.

Configuration Items (CIs): These are the building blocks of IT services, and understanding which CIs are involved in a problem is crucial for identifying potential root causes and for future reference.

Option C ("Associated configuration items")is the correct answer because documenting the CIs involved helps in the root cause analysis and tracking of problems​​.

Incorrect Options:

Option A: Workarounds may not be immediately available when the problem record is created.

Option B: Root cause analysis occurs after the problem is logged, not during its creation.

Option D: The solution comes later in the problem management process, after analysis.

The service desk practice in ITIL 4 is the single point of contact between the service provider and the users, focusing on incident resolution and service request management. Partners and suppliers can support this practice by providingtrained resourcesto work in service desk teams. This aligns with the“Partners and Suppliers” dimensionof service management, which emphasizes that external organizations can supply expertise, resources, or technology that help the service provider meet its objectives​​.

ITIL encourages collaboration with external partners when the internal organization lacks the necessary resources or expertise. Providing trained resources enhances the service desk's ability to efficiently resolve incidents and handle requests, ensuring continuity and service quality​.

Other options, such as providing change enablement tools or outsourcing IT services, do not directly support the service desk in its role of handling incidents and requests.

When designing a value stream for onboarding users, the service desk practice's involvement should be identified during the creation of the'to be' value stream map. This step defines the future state of the value stream and allows for the service desk's role in supporting the onboarding process to be clearly mapped out and optimized​​.