Exin CITM Dumps

InITIL’s problem management process,poor registration of problems(A) is the most likely cause of low-quality problem resolution. Effective problem management requires accurate logging of incidents and problems, including detailed descriptions, to enable proper root cause analysis and resolution. If problems are poorly registered (e.g., incomplete or inaccurate data), it hinders diagnosis and resolution, leading to customer dissatisfaction.

Wrong allocation of problems (B):Incorrect assignment to teams can delay resolution but is less fundamental than poor registration, which affects the entire process.

Errors in priority (C):Incorrect prioritization may delay urgent issues, but poor registration impacts resolution quality more directly.

Lack of budget (D):May limit resources, but the scenario points to process quality, not resource constraints.

To predict future customer purchases, the marketing department requiresadvanced analytics(B), which involves sophisticated data analysis techniques, such as predictive modeling, machine learning, and data mining. These technologies enable the department to analyze customer behavior, identify patterns, and forecast purchasing trends, supporting targeted advertising campaigns.

Records Management System (RMS) (A):Focuses on managing and storing records, not predictive analysis.

Ad hoc analysis (C):Allows for on-demand, one-off queries but lacks the predictive capabilities of advanced analytics.

Business Intelligence (BI) (D):Provides reporting and historical data analysis but is less focused on predictive modeling compared to advanced analytics.

Advanced analytics aligns withIT strategygoals of leveraging data for competitive advantage, as it supports predictive insights critical for marketing decisions.

The correct sequence for arisk assessment, as perISO 31000andISO/IEC 27001, is:Establish context — identify — analyse — evaluate — treatment(C).

Establish context:Define the scope, objectives, and criteria for the risk assessment (e.g., organizational goals, assets, and risk appetite).

Identify:Identify potential risks (e.g., threats and vulnerabilities) that could impact objectives.

Analyse:Assess the likelihood and impact of identified risks to determine their severity.

Evaluate:Compare risks against risk criteria to prioritize them for treatment.

Treatment:Implement controls or strategies to mitigate, avoid, transfer, or accept risks.

Option A:Incorrect, as “monitor and review” is a post-treatment step, not the starting point.

Option B:Incorrect, as “communication” is not a distinct step in risk assessment; it’s embedded throughout.

Option D:Incorrect, as it skips “establish context,” which is essential for defining the assessment’s scope.

This sequence ensures a structured, systematic approach to risk assessment, aligning with organizational objectives.