ITIL 4 Foundation Practice Exam

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What is a central aim of the monitoring and event management practice?

Enhancing team collaboration
Reducing downtime of services
Systematic observation and reporting of service states
Improving customer satisfaction

The correct answer is: Systematic observation and reporting of service states

The central aim of the monitoring and event management practice is systematic observation and reporting of service states. This practice is crucial as it involves the continuous assessment of services, infrastructure, and applications to provide insights into their performance and availability. By systematically observing these states, organizations can identify and respond to potential issues before they impact service delivery. The monitoring aspect allows for real-time data collection and analysis, aiding in the detection of anomalies or changes in service conditions. This practice ensures that stakeholders have the necessary information to make informed decisions regarding service management and improvement. While enhancing team collaboration, reducing downtime of services, and improving customer satisfaction are essential aspects of overall service management, they are indirect benefits that arise from effective monitoring and event management. The primary focus remains on the accurate and timely reporting of service states, which then informs other practices and helps achieve broader goals such as uptime and customer satisfaction.