Which practice systematically observes services and service components, records and reports selected changes of state, and establishes the appropriate response to them?
ITIL 4 Foundation, objective 6. Purpose and key terms of 15 ITIL practices medium
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How these questions are written — where each question comes from, what the verification ledger records, and what happens when one is found wrong.
The options
Not correct Incident management
Incident management minimizes the negative impact of incidents by restoring normal operation quickly. It acts after something has gone wrong; most events are not incidents at all.
Correct Monitoring and event management
Correct. Both halves are in the purpose: systematic observation (monitoring) and recording, reporting and responding to selected changes of state identified as events (event management).
Not correct Service configuration management
Service configuration management keeps accurate information about configuration items available. It describes how things are configured, not what state they are currently in moment to moment.
Not correct Service level management
Service level management sets business-based service targets and ensures delivery is assessed against them. It consumes monitoring output but is not the observing practice.
Why
Monitoring and event management is one practice with two linked parts. Monitoring observes continuously; event management deals only with events — an event being any change of state that has significance for the management of a service or other configuration item. That definition covers warning and informational conditions, not just failures, which is why the practice can respond to a condition that might lead to a fault before any incident exists.
Where this comes from
- Cited
- ITIL 4 syllabus clause 6
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 6 and space the ones you get wrong.
More questions on this objective
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- An organization wants a practice that ensures its suppliers and their performance are managed appropriately, so that a seamless quality of products and services is provided. Which practice is this? machine-checked
- An organization wants a single practice to own keeping the data its business runs on safe from disclosure, tampering and loss. Which practice is that? machine-checked
- Which pair correctly matches the ITIL 4 definitions of 'incident' and 'problem'? machine-checked