A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an…

Question

Options

• ARecruit and train additional operations staff
• BImprove operations team training
• CRenegotiate service level targets
• DReview and automate filtering of operations data

• A
  3% (1)
• B
  15% (5)
• C
  6% (2)
• D
  76% (25)

Explanation

Option D is correct because the root cause of missed events is information overload - operators are already trained, so the problem is volume, not knowledge. Automating event filtering reduces noise so operators only see actionable alerts, directly addressing the gap between events received and events requiring response.

• A (recruit more staff) doesn't fix the underlying signal-to-noise problem; more operators still face the same flood of irrelevant events.
• B (improve training) misidentifies the cause - operators already know what matters, they simply can't spot it amid thousands of events.
• C (renegotiate targets) avoids the problem entirely rather than solving it; it accepts failure instead of preventing it.

Memory tip: When the problem is "too much data, things get missed," the ITIL answer is almost always filter and automate - address the process, not the people or the targets.

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