Quiz: 11. The Major Service Operation …, 1 of 49
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
Quiz: 11. The Major Service Operation …, 2 of 49
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
Quiz: 11. The Major Service Operation …, 3 of 49
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
Quiz: 11. The Major Service Operation …, 4 of 49
Q: Which of the following is required by Major Incidents?

Separate procedures

Less documentation

Less urgency

Longer timescales
Quiz: 11. The Major Service Operation …, 5 of 49
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
Quiz: 11. The Major Service Operation …, 6 of 49
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
Quiz: 11. The Major Service Operation …, 7 of 49
Q: Which of the following is the sub process of Problem Management?

Proactive

Research

Selection

Incident
Quiz: 11. The Major Service Operation …, 8 of 49
Q: Which of the following is a resolution process?

Capacity Management

Incident Management

Release Management

Configuration Management
Quiz: 11. The Major Service Operation …, 9 of 49
Q: Which of the following is responsible for resolving the Known Errors?

Change Management

Error default

Error control

Error resolution
Quiz: 11. The Major Service Operation …, 10 of 49
Q: Which of the following sequences is used to deal with a problem?

Urgency

Demand

Priority

Impact
Quiz: 11. The Major Service Operation …, 11 of 49
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
Quiz: 11. The Major Service Operation …, 12 of 49
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.
Quiz: 11. The Major Service Operation …, 13 of 49
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
Quiz: 11. The Major Service Operation …, 14 of 49
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
Quiz: 11. The Major Service Operation …, 15 of 49
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
Quiz: 11. The Major Service Operation …, 16 of 49
Q: What does KEDB stand for?

Known Error DataBase

Knowledge Error DataBase

Kauai Economic Development Board

Known Error Data Binding
Quiz: 11. The Major Service Operation …, 17 of 49
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
Quiz: 11. The Major Service Operation …, 18 of 49
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
Quiz: 11. The Major Service Operation …, 19 of 49
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
Quiz: 11. The Major Service Operation …, 20 of 49
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
Quiz: 11. The Major Service Operation …, 21 of 49
Q: What are the two major processes in Problem Management?

Reactive and Technical

Proactive and Reactive

Active and Reactive

Resource and Proactive
Quiz: 11. The Major Service Operation …, 22 of 49
Q: Which of the following is the basis of the ITIL approach to Service Management?

Rules and Responsibilities

Departments

IT resources

Interrelated activities
Quiz: 11. The Major Service Operation …, 23 of 49
Q: Which of the following restores agreed service to the business as quickly as possible?

Change Management

Release Management

Configuration Management

Incident Management
Quiz: 11. The Major Service Operation …, 24 of 49
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
Quiz: 11. The Major Service Operation …, 25 of 49
Q: Which of the following is an activity of Proactive Problem Management?

Trend analysis

Error closure

Error assessment

Problem identification and recording
Quiz: 11. The Major Service Operation …, 26 of 49
Q: Which of the following is NOT a Capacity Management activity?

Tuning

Maintainability

Demand Management

Application sizing
Quiz: 11. The Major Service Operation …, 27 of 49
Q: Which of the following processes is responsible for tracing the underlying cause of errors?

Problem Management

Incident Management

Error Management

Capacity Management
Quiz: 11. The Major Service Operation …, 28 of 49
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
Quiz: 11. The Major Service Operation …, 29 of 49
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
Quiz: 11. The Major Service Operation …, 30 of 49
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
Quiz: 11. The Major Service Operation …, 31 of 49
Q: Which ITIL process is related with a Post Implementation Review?

Incident Management

Release Management

Problem Management

Application Management
Quiz: 11. The Major Service Operation …, 32 of 49
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
Quiz: 11. The Major Service Operation …, 33 of 49
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
Quiz: 11. The Major Service Operation …, 34 of 49
Q: Which of the following processes contains the Performance and Resource Managements?

Availability Management

Capacity Management

Incident Management

Configuration Management
Quiz: 11. The Major Service Operation …, 35 of 49
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
Quiz: 11. The Major Service Operation …, 36 of 49
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
Quiz: 11. The Major Service Operation …, 37 of 49
Q: Which of the following activities is used to take place after recording and registering an incident?

Classification

Matching

Restoring

Analysis
Quiz: 11. The Major Service Operation …, 38 of 49
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
Quiz: 11. The Major Service Operation …, 39 of 49
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
Quiz: 11. The Major Service Operation …, 40 of 49
Q: Which process will on a regular basis evaluate incident data to identify discernable trends?

Service Level Management

Problem Management

Event Management

Change Management
Quiz: 11. The Major Service Operation …, 41 of 49
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
Quiz: 11. The Major Service Operation …, 42 of 49
Q: Who is the owner of Request Fulfillment?

Process manager

Incident manager

Service manager

Product manager
Quiz: 11. The Major Service Operation …, 43 of 49
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
Quiz: 11. The Major Service Operation …, 44 of 49
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
Quiz: 11. The Major Service Operation …, 45 of 49
Q: Which incidents should be logged?

Minor incidents

All incidents

Major incidents

All incidents that resulted from a user contacting the service desk
Quiz: 11. The Major Service Operation …, 46 of 49
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
Quiz: 11. The Major Service Operation …, 47 of 49
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
Quiz: 11. The Major Service Operation …, 48 of 49
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
Quiz: 11. The Major Service Operation …, 49 of 49
Q: Which of the following is an input to the Problem Management process?

Incident Records

KPIs

Known Errors

Request for Change