Systems Implementation

Section A - Multiple Choice Answer Questions.

1. What types of changes are NOT usually included within the scope of change management?

A. Changes to a mainframe computer
B. Changes to business strategy
C. Changes to a service level agreement (SLA)
D. The retirement of a service

2. Which of the following is NOT a purpose of service operation?

A. To undertake testing to ensure services are designed to meet business needs
B. To deliver and manage IT services
C. To manage the technology used to deliver services
D. To monitor the performance of technology and processes

3. What does the term IT operations control refer to? (We have not really covered this but it is fairly
obvious)

A. Managing the technical and applications management functions
B. Overseeing the execution and monitoring of operational activities and events
C. A set of tools used to monitor and display the status of the IT infrastructure and applications
D. A service desk monitoring the status of the infrastructure when operators are not available

4. What is the definition of an incident?

A. Any event which is part of the standard operation of the service and which causes, or may cause, an interruption to, or a reduction in, the quality of the service
B. Any event which is not part of the standard operation of the service and which causes, or may an interruption to, or a reduction in, the quality of the service
C. An error in part of the standard operation of the service and which causes, or may cause, an interruption to, or a reduction in, the quality of the service
D. A problem in part of the standard operation of the service and which causes, or may cause, an interruption to, or a reduction in, the quality of the service

5. What is the RACI model used for? (We have touch on this but also in project management)

A. Documenting the roles and responsibilities of stakeholders in a process or activity
B. Defining requirements for a new service or process
C. Analysing the business impact of an incident
D. Creating a balanced scorecard showing the overall status of service management

6. Consider the following activities:

1 The analysis of raw data
2 The identification of trends
3 The definition of Service Management processes
4 The implementation of preventive measures

Which of the above should be easier after implementing a good IT Service Management software tool?

A. 1, 2 & 4
B. 2 & 3
C. All of them
D. None of them

7. What is the goal of Incident Management?

A. To restore normal service operation as quickly as possible and minimise the adverse impact on business operations
B. To restore normal service operation as quickly as possible and the known errors on business operations
C. To minimise the adverse impact of errors on the business that are caused by incidents within the IT Infrastructure and to prevent the development of problems related to the incidents
D. To minimise the adverse impact of known errors on the business that are caused by incidents within the IT Infrastructure and to prevent the development of problems related to the incidents

8. Which of the following does service transition provide guidance on?

1. Introducing new services
2. Decommissioning services
3. Transfer of services between service providers

A. 1 and 2 only
B. 2 only
C. All of the above
D. 1 and 3 only

9. Which one of the following is NOT a stage of the service lifecycle?

A. Service optimization
B. Service transition
C. Service design
D. Service strategy

10. Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?

A. The number of Problems raised
B. The number of Known Errors identified
C. The number of Problems correctly categorised
D. The number of RFCs raised

11. Consider the following:

1 Incident diagnostic scripts
2 A knowledge base of previously recorded incidents
3 A Configuration Management Database covering the infrastructure supported
4 A Forward Schedule of Change

Which of the above should be available to the Service Desk?

A. All four
B. 1&2
C. 3&4
D. 1, 2 &3

12. A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?

A. Network Management
B. The Service Desk
C. Capacity Management
D. Problem Management

13. What is the aim of Problem Control?

A. Seeks to get to the root cause of incidents and then initiate actions to improve or correct the situation
B. To be aware of errors, monitor them and eliminate them when feasible and cost-justifiable
C. To identify the underlying causes (known errors) of incidents and problems in order to prevent recurrence
D. To identify and resolve problems before incidents occur in order to minimise the adverse impact on the service and business related costs

14. Which role should ensure that process documentation is current and available?

A. The service owner
B. The chief information officer
C. Knowledge management
D. The process owner

15. Which of the following does the release and deployment management process address? (a bit tricky this one as we have not really done a lot on release management)

1. Defining and agreeing release and deployment plans
2. Ensuring release packages can be tracked
3. Authorizing changes to support the process

A. 1 and 2 only
B. All of the above
C. 2 and 3 only
D. 1 and 3 only

16. Which of the following are characteristics of every process?

1. It is measurable
2. It delivers a specific result
3. It delivers its primary results to a customer or stakeholder

A. 1 and 3 only
B. 1 and 2 only
C. 2 and 3 only
D. All of the above

17. Which of the following are key ITIL characteristics that contribute to its success?

1. It is vendor-neutral
2. It is non-prescriptive
3. It is best practice
4. It is a methodology

A. 3 only
B. 1, 2 and 3 only
C. All of the above
D. 2, 3 and 4 only

18. Which one of the following is NOT a major CI type?

A. Documentation
B. Software
C. Purchase order
D. Accommodation

19. Where would the information relating to software release components be stored?

A. DDL
B. CMDB
C. AMDB
D. CDB

20. Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?

A. Improved user satisfaction
B. Incident volume reduction
C. Elimination of lost incidents
D. Less disruption to both IT support staff and users

21. Which of the following statements about problem management is/are CORRECT?

1. It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are through change management
2. It must be done through the service desk

A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above

22. What is the purpose of the request fulfilment process?

A. Dealing with service requests from the users
B. Making sure all requests within an IT organization are fulfilled
C. Ensuring fulfilment of change requests
D. Making sure the service level agreement (SLA) is met

23. What is the aim of Error Control?

A. Seeks to get to the root cause of incidents and then initiate actions to improve or correct the situation
B. To be aware of errors, monitor them and eliminate them when feasible and cost-justifiable
C. To identify the underlying causes (known errors) of incidents and problems in order to prevent their recurrence
D. To identify and resolve problems before incidents occur in order to minimise the adverse impact on the service and business related costs

24. At what point does an Incident turn into a Problem?

A. When it is urgent
B. When it is a Major Incident
C. If the person reporting the incident is very senior
D. Never

25. Which one of the following should IT services deliver to customers?

A. Capabilities
B. Cost
C. Risk
D. Value

26. The extent of information held on configuration items should be:

A. Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money
B. Be as high level as possible
C. Match the organisation's requirement for information to be held
D. Vary according to cost

27. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for authorising the request for additional capacity?

A. Service Desk Manager
B. Capacity Manager
C. Change Manager
D. Financial Manager

28. Which one of the following is a benefit of using an incident model?

A. It will make problems easier to identify and diagnose
B. It means known incident types never recur
C. It provides pre-defined steps for handling particular types of incidents
D. It ensures all incidents are easy to solve

29. The scope of a Release can best be defined by:

A. The RFCs that it satisfies
B. The number of updates to the OHS
C. Service Level metrics
D. The DSL configuration

30. Does Problem Management depend entirely on having a mature Incident Management process in place?

A. Yes, because without a mature Incident Management process in place there is no reliable information available
B. No, because the quality of Incident Management information is of little importance to proactive Problem Management
C. No, because progress can still be made on solving long-standing Problems
D. Yes, because trend analysis cannot be undertaken without a lot of accurate Incident Management information

31. Which one of the following is the CORRECT sequence of activities for handling an incident?

A. identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure
B. prioritization, identification, logging, categorization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure
C. identification, logging, initial diagnosis, categorization, prioritization, escalation, resolution and recovery, investigation and diagnosis, closure
D. identification, initial diagnosis, investigation, logging, categorization, escalation, prioritization, resolution and recovery, closure

32. Which of the following statements about the service desk is/are CORRECT?

1. The service desk is a function that provides a means of communication between IT and its users for all operational issues
2. The service desk should be the owner of the problem management process

A. 2 only
B. 1 only
C. Both of the above
D. Neither of the above

33. Which one of the following represents the BEST course of action to take when a problem workaround is found?

A. The problem record is closed
B. The problem record remains open and details of the workaround are documented within it
C. The problem record remains open and details of the workaround are documented on all related incident records
D. The problem record is closed and details of the workaround are documented in a request for change(RFC)

34. The activity that aims to identify fragile components in the IT Infrastructure and investigate reasons is known as:

A. Trend Analysis
B. Business Impact Analysis
C. Service Outage Analysis
D. Component Failure Impact Analysis

35. What is the purpose of Proactive Problem Management?

A. Seeks to get to the root cause of incidents and then initiate actions to improve or correct the situation
B. To be aware of errors, monitor them and eliminate them when feasible and cost-justifiable
C. To identify the underlying causes (known errors) of incidents and problems in order to prevent their recurrence
D. To identify and resolve problems and known errors before incidents occur in order to minimise the impact on the service and business related costs

36. The process of collecting and maintaining information about customers wanting new products or services or changes to existing services is called ____.

A. service level management
B. request management
C. problem management
D. information management

37. Which problem would most likely have the highest severity?

A. A real-time critical application is down.
B. A customer wants to know how to put italics in his or her word processing document.
C. A printer is down, but customers can route their output to a printer down the hall.
D. A network is down but customers can dial in to do their work.

38. Skills such as customer service skills, listening skills, and verbal communication skills are all part of ____ skills.

A. Business
B. Soft
C. Technical
D. Self-management

39. A known error occurs when:

A. An error has occurred several times and has been passed to Problem Management
B. An error occurs that has not been diagnosed and for which a circumvention does not yet exist
C. A problem has been diagnosed and a resolution or circumvention exists
D. The resolution of a problem has been implemented

40. What is the difference between a Problem and a Known Error?

A. A Known Error is always the result of an Incident, a Problem is not
B. There is no real difference between a Problem and a Known Error
C. In the case of a Known Error there is a fault in the IT Infrastructure, with a Problem there is not
D. In the case of a Known Error the underlying cause of the Problem is known

Section B - Written Questions

1. The Network Manager at Best Deal Insurance Services is concerned about the alarming number of network incidents and requests the assistance of Problem Management group to consider the situation. As the Problem Manager at Best Deal Insurance Services you believe that this situation needs to be investigated and there needs to be an improvement in the network due to the number of network incidents occurring.

You collect the incident data for the last month that have been logged as network incidents and collate them into following sub-categories of network incidents (number of incidents in the sub-category are shown in brackets): Multiple logins (30); Timeout (80); VPN (700); IP conflict (150); Proxy server (1000); Incorrect port setting (40).

a. Perform a Pareto analysis on this sub-categorised data. Ensure that you completely demonstrate the steps involved in the process of performing the analysis. You must draw clear graphs and tables to demonstrate the technique.

b. Discuss what your results mean and what your next action (or steps) would be based on the results of your analysis.

2. You are the incident manager of a business. You have assigned responsibility for the resolution of an incident that has been prioritized at Level 3 (High Urgency, Low Impact). You had assigned the incident to one of your team. After sometime the team member informs you that because another incident she is working on is taking longer than expected she will not meet the target resolution time for the incident. The only other person who could work on the incident is on vacation this week.

Briefly describe who you would notify and how you would minimize customer dissatisfaction in this situation.

Attachment:- Pareto Analysis Step by Step.pdf