Changed ITIL-4-Specialist-Monitor-Support-Fulfil Exam Questions

In ITIL 4, automation plays a key role in supporting Problem Management, particularly in situations involving unresolved known errors. Automated tools can assist in correlating incidents that share the same root cause, helping to identify patterns and recurring issues. This is particularly useful when a team needs to monitor known errors and regularly review them to ensure the validity of impact assessments and workarounds.

Theautomated correlation of incidentscan quickly link multiple incidents to the same known error, reducing manual intervention and speeding up the resolution process. This ensures the team can effectively prevent future incidents and keep the workarounds valid by detecting early signs of potential problems​​.

When a service provider lacks human resources to establish problem models, it is advisable touse a third-party consulting serviceto help develop these models. ITIL encourages organizations to leverage external expertise when internal resources are insufficient, ensuring that problem management practices remain effective​​.

Postponing problem management(Option B) is not recommended as it delays resolution.

Delegating to a problem coordinator(Option C) might help, but if there are insufficient resources, external help is a better option.

Creating a single model(Option D) is not effective, as problems vary and need tailored approaches.

In complex environments where services require input from multiple teams to resolve incidents, ahorizontal team structureencourages collaboration across specialized teams. This structure avoids the limitations of siloed or hierarchical teams, which may delay incident resolution due to rigid boundaries.Collaborationallows experts from different areas to work together more effectively, resulting in faster and more comprehensive incident handling.

Horizontal Team Structure: This structure enables cross-functional collaboration, which is essential for handling complex incidents that require expertise from multiple areas. By promoting teamwork, the organization can improve incident resolution efficiency.

Option C ("Implement horizontal team structure and encourage collaboration")is the best approach because it fosters collaboration and agility in handling complex incidents​​.

Incorrect Options:

Option A: Hierarchical structures can create bottlenecks and delays.

Option B: Separate teams with clear boundaries may not be effective for complex, multi-team incidents.

Option D: Detailed procedures are important but may not address the need for flexibility and collaboration in incident resolution.