Which statement about the purpose or the Monitoring and event management practice is TRUE?
A.
Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B.
Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
C.
Systematically observe services and service components and record and report selected changes of state identified as events
D.
Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
The purpose of the monitoring and event management practice is to systematically observe services and service components and record and report selected changes of state identified as events1. This practice helps to identify and prioritize any issues or opportunities for improvement in the delivery or support of services2. The other statements describe the purposes of different practices: incident management (A), service request management (B), and change enablement (D)3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL® 4 – A Pocket Guide, page 31; ITIL® 4 Practice Guide: Monitoring and Event Management, page 7.
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