Q: Which of the following is an illustration of Proactive Problem management?
A change request
A report management process
An urgent change
A trend analysis
Q: Which is the best description of an incident?
A user error
An event that has significance and impacts the service
An unplanned interruption to an IT service or reduction in the quality of an IT service
A fault that causes failures in the IT infrastructure
Q: Which of the following conditions is identified by successful diagnosis of the root cause of a problem?
Error analysis
Known error
Data discrepancy
Invalid data
Q: Which of the following is required by Major Incidents?
Separate procedures
Less documentation
Less urgency
Longer timescales
Q: Which process is liable for recording, controlling, and reporting on versions, attributes, and relationships about components of the IT infrastructure?
Incident Management
Change Management
Service Asset and Configuration Management
Service Management
Q: Which of the following is an input to the Problem Management process?
Configuration details from the Configuration Management Database
A Request for Change (RFC)
Management information
Known Errors
Q: Which of the following is the sub process of Problem Management?
Proactive
Research
Selection
Incident
Q: Which of the following is a resolution process?
Capacity Management
Incident Management
Release Management
Configuration Management
Q: Which of the following is responsible for resolving the Known Errors?
Change Management
Error default
Error control
Error resolution
Q: Which of the following sequences is used to deal with a problem?
Urgency
Demand
Priority
Impact
Q: Which of the following is the first step to register an incident?
Perform matching
Record the incident time
Assign an incident number
Determine the priority
Q: In the ITIL guidance on incident management, what is one of the key purposes of the incident management process?
The purpose of incident management is to prevent incidents from occurring by identifying the root cause.
The purpose of incident management is to prevent changes from causing incidents when a change is implemented
The purpose of incident management is to ensure that the service desk fulfills all requests from users.
The purpose of incident management is to restore normal service operation as quickly as possible.
Q: What of the following are types of incident escalation defined by ITIL?
1. Hierarchical
2. Management
3. Functional
4. Technical
1, 2, and 4
All the answers are correct.
1 and 4
1 and 3
Q: What is the best definition of a problem?
A fault that will require a change to resolve
An incident that the service desk does not know how to fix
The result of a failed change
The cause of one or more incidents
Q: At what point does an Incident turn in to a problem?
Any time
Never
When it is a major Incident
When it is urgent
Q: What does KEDB stand for?
Known Error DataBase
Knowledge Error DataBase
Kauai Economic Development Board
Known Error Data Binding
Q: Which of the following statements is used to define the best guidance on incident logging?
Incidents must only be logged if a decision is not instantly available.
All incidents must be completely logged.
Only incidents reported to the Service Desk can be logged.
The Service Manager decides which incidents to log
Q: Problem management can produce which of the following?
1. Known errors
2. Workarounds
3. Resolutions
4. RFCs
1 and 4
All the answers are correct.
1, 2, and 4
1 and 3
Q: At what time a known error can be identified?
When the problem is known
When the problem is send to Problem Management
When the cause of the problem is known
When the problem is resolved
Q: Which of the following is the primary objective of error control?
Register and manage Known Errors
Figure out the details for work-arounds
Resolve Known Errors
Recognize and register Known Errors
Q: What are the two major processes in Problem Management?
Reactive and Technical
Proactive and Reactive
Active and Reactive
Resource and Proactive
Q: Which of the following is the basis of the ITIL approach to Service Management?
Rules and Responsibilities
Departments
IT resources
Interrelated activities
Q: Which of the following restores agreed service to the business as quickly as possible?
Change Management
Release Management
Configuration Management
Incident Management
Q: Problem management is an important process in the service operation lifecycle stage. How does the process define a problem?
A problem is the unknown, underlying cause of one or more incidents.
A problem is an issue that has no solution and needs to be raised to the senior management for a decision.
A problem is an incident that has become extremely serious and is causing significant business impact.
A problem is a set of incidents that have been linked together in a customer report
Q: Which of the following is an activity of Proactive Problem Management?
Trend analysis
Error closure
Error assessment
Problem identification and recording
Q: Which of the following is NOT a Capacity Management activity?
Tuning
Maintainability
Demand Management
Application sizing
Q: Which of the following processes is responsible for tracing the underlying cause of errors?
Problem Management
Incident Management
Error Management
Capacity Management
Q: Which of the following statements best describes a Problem?
It is a Known Error with one or more incidents.
It is one or more Known Errors.
It is a known cause of one or more disruptions.
It is an unknown cause of one or more incidents
Q: Which of the following is the FIRST STEP in the 7 Step Improvement Process?
Define what you must measure
Prepare for action
Where are you now?
Identify gaps in SLA achievement
Q: Which of the following is not a satisfactory resolution to an incident?
A user complains of poor response; a reboot speeds up the response.
The service desk takes control of the user's machine remotely and shows the user how to run the report they were having difficulty with.
The service desk uses the KEDB to provide a workaround to restore the service.
A user complains of poor response; second-line support runs diagnostics to be able to monitor it the next time it occurs
Q: Which ITIL process is related with a Post Implementation Review?
Incident Management
Release Management
Problem Management
Application Management
Q: When should an incident be closed?
When the user confirms that the service has been restored
When desktop support staff members say that the incident is over
When the technical staff members are confident that it will not recur
When the target resolution time is reached
Q: Which of the following minimizes the number and severity of incidents and problems on the business?
Configuration Management
Problem Management
Release Management
Service Level Management
Q: Which of the following processes contains the Performance and Resource Managements?
Availability Management
Capacity Management
Incident Management
Configuration Management
Q: Which of the following tasks is performed by Problem Management?
Approval of all changes to the Known Error database
Coordination of all changes to the IT infrastructure
Implementing changes to the IT infrastructure
Classification of RFC
Q: Which of the following data is least expected to be used in the Incident Control Process?
Cost of faulty item
Model of faulty item
Incident category
Impact code
Q: Which of the following activities is used to take place after recording and registering an incident?
Classification
Matching
Restoring
Analysis
Q: Which of the following is NOT a task of Capacity Management?
Procuring of new/upgraded hardware
Assessing the probable benefits of new technology
Monitoring performance of the IT infrastructure
Sizing and or modeling of new applications
Q: Which of the following takes possession for an incident and behaves as the primary level of escalation?
Capacity Management
Incident Management
Release Management
Configuration Management
Q: Which process will on a regular basis evaluate incident data to identify discernable trends?
Service Level Management
Problem Management
Event Management
Change Management
Q: Which of the following tasks is a Problem Management responsibility?
Approve all modifications done to the Known Error database
Record incidents for later study
Coordinate all modifications
Identify users' need
Q: Who is the owner of Request Fulfillment?
Process manager
Incident manager
Service manager
Product manager
Q: Which of the following is NOT a main Problem Review check?
Things that were finished properly
How to avoid failure
Things that were done wrongly
How to avoid recurrence
Q: Which of the following corrects the underlying root causes by using a process called Root Cause Analysis (RCA)?
Problem Management
Incident Management
Capacity Management
Supplier Management
Q: Which incidents should be logged?
Minor incidents
All incidents
Major incidents
All incidents that resulted from a user contacting the service desk
Q: A service management tool has the ability to store templates for common incidents that define the steps to be taken to resolve the fault. What are these called?
Major incidents
Minor incidents
Incident models
Incident categories
Q: Incident management aims to restore normal service operation as quickly as possible. How is normal service operation defined?
It is the level of service defined in the SLA.
It is the level of service that the technical management staff members say is reasonable.
It is the level of service that the user requires.
It is the level of service that IT believes is optimal
Q: What factors should be taken into consideration when assessing the priority of an incident?
Impact and cost
Impact and urgency
Urgency and severity
Severity and cost
Q: Which of the following is an input to the Problem Management process?
Incident Records
KPIs
Known Errors
Request for Change