Illustration of Proactive Problem management

Quiz: 11. The …, 1 of 49
Q: Which of the following is an illustration of ?

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 ?

Configuration details from the

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?

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