C846 Module 11 Questions
Q: In which record is a workaround likely to be captured? A Known error record B Configuration item C Service request D Request for change
A Explanation: Answer option A is correct. A workaround is defined as part of the known error definition. A known error is a problem that has a documented root cause and a workaround. The workaround would therefore be stored in the known error record.
Q: In which of the following does the Incident Manager resolve a problem, if the Service Desk is unable to resolve the incident in the first instance? A Hierarchical escalation B Information Security Management C Supplier Management D Service reporting
A Explanation: Answer option A is correct. In hierarchical escalation, a manager with more authority like the Incident Manager needs to be consulted in order to resolve the problem, if the Service Desk is unable to resolve the incident in the first instance.
Q: Which of the following is used to reduce the number of incidents that disturb the conduct of business? A Problem Management B Service Level Management C Release Management D Capacity Management
A Explanation: Answer option A is correct. Problem Management is used to reduce the number of incidents that disturb the conduct of business. It provides the permanent solution by gradually reducing the number and impact of problems and the known errors. It is based on the concept of learning from the past experience. The historical data provided by this process is used to identify trends and methods of preventing failures, and it also reduces the impact of failures, thereby resulting in the improved user productivity. Answer option D is incorrect. Capacity management ensures that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer get fulfilled. The capacity management process is the focal point for all performance and capacity issues. The sub-processes of capacity management are as follows: Business capacity management Service capacity management Resource capacity management Answer option C is incorrect. Release Management is used for delivering, distributing, and tracking one or more changes in a release into the live environment. It is used to implement a group of related and compatible Configuration Items into a batch, which is called a release. Change Management administers each release via a request for change to ensure that there is authorizing, scheduling, and correct implementing of the group of changes in a release. Answer option B is incorrect. Service Level Management defines, agrees, records, and manages levels of service. It manages the services depending on the tangible records of services, service level targets, and the characteristics of the workload. This process supports in achieving a balance between the service cost, quality, and workloads. Service Level Management develops an understanding of the responsibilities of the service provider and the customers through negotiation and Service Level Agreements (SLAs).
Q: The scope of Problem Management covers Proactive Problem Management. Proactive Problem Management includes all the activities that supports in identifying and resolving problems before incidents come up. Which of the following are the activities of Proactive Problem management? Each correct answer represents a complete solution. Choose all that apply. A Targeting Preventative Action B Demand Management C Performing a Trend Analysis D Application Sizing
A C Explanation: Answer options C and A are correct. The various activities of Proactive Problem Management are as follows: Performing a Trend Analysis: It reviews reports from other processes such as Incident Management process and Availability Management process. It recognizes recurring problems or training opportunities. Targeting Preventative Action: It executes a cost - benefit analysis of all costs related to prevention. It targets particular areas taking up the most support attention. Answer options D and B
Q: Problem Management reduces the adverse impact of incidents and problems on the business that are caused due to errors in the IT infrastructure. It restricts the recurrence of incidents associated to these errors. Which of the following are the benefits of Problem Management? Each correct answer represents a complete solution. Choose all that apply. A Improved IT service quality B Quick service restored to the customer C Permanent solutions D Incident volume reduction
A C D Explanation: Answer options A, D, and C are correct. The benefits of Problem Management are as follows: Improved IT service quality: Problem Management is used in generating a cycle of rapidly increasing IT service quality. High-quality reliable service is good for the IT business users and increase the productivity and confidence of the IT service providers. Incident volume reduction: Problem Management is helpful in reducing the number of incidents that disturb the conduct of business. Permanent solutions: Problem Management provides the permanent solution by gradually reducing the number and impact of problems and the known errors. Improved organizational learning: The Problem Management process is based on the concept of learning from past experience. The historical data provided by this process is used to identify trends, the methods of preventing failures, and reduces the impact of failures, thereby resulting in the improved user productivity. Answer option B is incorrect. Incident Management restores services to the customer as soon as possible, often through the work-around, rather than determining the permanent solution
Q: The objective of Problem Management is to reduce disruption to the business by proactive identification and analysis of the reason of incidents. It is used for handling the problems to closure. Which of the following are the inputs to the Problem Management? Each correct answer represents a complete solution. Choose all that apply. A Incident details B Up-to-date problem records C Supplier details regarding the products that are used in the infrastructure D Configuration details
A C D Explanation: Answer options A, D, and C are correct. The inputs to the Problem Management are as follows: Incident details, including workarounds and configuration details from the Configuration Management Database Supplier details regarding the products that are used in the infrastructure, including technical details and the known errors with in those products The Service Catalogue that is a written statement of available IT services, default levels, options, prices, and which is used by business processes or customers, and Service Level Agreement Details regarding the infrastructure and the way in which it reacts, such as capacity records, performance measurements, Service Level reports Answer option B is incorrect. Up-to-date problem records are the output to the Problem Management.
Q: What will be the status of the problem if its root cause has been successfully diagnosed? A Request for Change B Known Error C Work-around D Incident
B Explanation: Answer option B is correct. A known error is a condition recognized by successful diagnosis of the root cause of a problem, and the subsequent development of a Work-around. Incidents may match with existing 'Known Problems' (without a known root cause) or 'Known Errors' (with a root cause) under the control of Problem Management and registered in the Known Error Database (KeDB). Where existing work-arounds have been developed, it is suggested that accessing these will allow the Service Desk to provide a quick first-line fix. Where an incident is not the result of a Known Problem or Known Error, it may either be an isolated or individual occurrence or may (once the initial issue has been addressed) require that Problem Management becomes involved, possibly resulting in a new problem record being raised. Answer option D is incorrect. An incident is any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of service. The stated ITIL objective is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price. ISO 20000 defines an incident as: Any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service. Incidents can be classified into three primary categories, which are as follows: Software Hardware Service requests Note that service requests are not always regarded as an incident, but rather a request for change. However, the handling of failures and the handling of service requests are similar, and therefore, are included in the definition and scope of the process of incident management. Answer options C and A are incorrect. Incidents are the result of failures or errors in the IT infrastructure. The cause of Incidents may be apparent and the cause may be addressed without the need for further investigation, resulting in a repair, a Work-around or a request for change (RFC) to remove the error. Where an incident is considered to be serious in nature, or multiple occurrences of similar incidents are observed, a problem record might be created as a result. The management of a problem varies from the process of managing an incident and is typically performed by different staff and therefore is controlled by the Problem Management process. When a problem has been properly identified and a work-around is known, the problem becomes a 'known problem'. When its 'root cause' has been identified, it becomes a 'known error'. Finally, a request for change (RFC) may be raised to modify the system by resolving the known error. This process is covered by the Change Management process.
Q: Which of these statements are correct? Capacity management objectives include the development of a capacity plan. Capacity management information is gathered and maintained in the capacity management information system. Capacity management ensures that all service availability targets are met or exceeded. Capacity management ensures that there was no unavailability because of capacity issues only. A 1, 2, 3 B 1, 2, 4 C 2, 3, 4 D 1, 3, 4
B Explanation: Answer option B is correct. Capacity management does not have any involvement in ensuring that all service availability targets are met or exceeded; this is the responsibility of availability management. Capacity management would be responsible for ensuring that there was no unavailability because of capacity issues only.
Q: Which of the following is a benefit of using an incident model? A It provides an easy mechanism for finding the root cause of incidents. B It provides predefined steps for handling common types of incidents. C Incidents will never recur. D It will make the underlying cause easier to detect.
B Explanation: Answer option B is correct. ITIL talks about several different types of model: incident, request, change, and so on. The reason for each is the same. The correct steps are documented in the model, ensuring that similar occurrences are treated in the same way.
Q: Which of the following reduces the adverse impact of incidents and problems on the business that occur due to errors in the IT infrastructure? A Supplier Management B Problem Management C Release Management D Service Capacity Management
B Explanation: Answer option B is correct. Problem Management reduces the adverse impact of incidents and problems on the business that occur due to errors in the IT infrastructure. It keeps the interface with the change management process in order to manage the changes. Reactive and Proactive are the two sub-processes in Problem Management. Answer option C is incorrect. Release Management is used for delivering, distributing, and tracking one or more changes in a release into the live environment. It is used to implement a group of related and compatible Configuration Items into a batch, which is called a release. Change Management administers each release via a request for change to ensure that there is authorizing, scheduling, and correct implementing of the group of changes in a release. Answer option A is incorrect. Supplier Management is used to ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments. It is part of the Service Design. The owner of Supplier Management is the Supplier Manager. In ITIL V3, Supplier Management is part of the Service Design process to allow for a better integration into the Service Lifecycle. The sub-processes of Supplier Management are as follows: Providing the Supplier Management Framework Evaluation of New Suppliers and Contracts Establishing New Suppliers and Contracts Processing of Standard Orders Supplier and Contract Review Contract Renewal or Termination Answer option D is incorrect. Service Capacity Management determines and understands the use of IT services. The performance and peak loads are needed to be understood to ensure that the appropriate services are made and delivered. It makes baselines and useful profiles for all services and correlates with service level management in terms of the definition and negotiation of service agreements.
Q: A technical team leader uses a workaround to fix an incident type that has been seen before. This is an example of? A A service request B An alert C A known error D A change
C Explanation: Answer option C is correct. A known error is a problem that has a documented root cause and a workaround. The workaround is used to resolve repeat incident caused by the problem until a permanent solution is implemented.
Q: Problem management is an important process in the service operation lifecycle stage. How does the process define a problem? A A problem is an incident that has become extremely serious and is causing significant business impact. B A problem is an issue that has no solution and needs to be raised to the senior management for a decision. C A problem is the unknown, underlying cause of one or more incidents. D A problem is a set of incidents that have been linked together in a customer report.
C Explanation: Answer option C is correct. A problem is defined as the unknown, underlying cause of one or more incidents. Problem management is the process that investigates the root cause of incidents so that the incidents may be prevented from recurring.
Q: Which process facilitates Problem Management to share categorization as well as impact coding systems? A Configuration Management B Capacity Management C Incident Management D Service Catalog Management
C Explanation: Answer option C is correct. Even though Incident Management and Problem Management are detached processes, they use the same tools. This allows for similar categorization and impact and coding systems. Each of these tools is a vital element of Configuration Management System (CMS). One of the most dominant Problem Management tools is Known Error Database (KEDB). Incident Management (IcM) refers to the activities of an organization to identify, analyze, and correct hazards. For instance, a fire in a factory would be a risk that realized, or an incident that happened. An Incident Response Team (IRT) or an Incident Management Team (IMT), specifically designated for the task beforehand or on the spot, would then manage the organization through the incident. Usually as part of the wider management process in private organizations, Incident Management is followed by post-incident analysis where it is determined why the incident happened despite precautions and controls. This information is then used as feedback to further develop the security policy and/or its practical implementation. In the USA, the National Incident Management System, developed by the Department of Homeland Security, integrates effective practices in emergency management into a comprehensive national framework. Answer option A is incorrect. Configuration Management (CM) is an Information Technology Infrastructure Library (ITIL) IT Service Management (ITSM) process. It tracks all of the individual Configuration Items (CI) in an IT system, which may be as simple as a single server, or as complex as the entire IT department. In large organizations, a configuration manager may be appointed to oversee and manage the CM process. Answer option B is incorrect. Capacity management ensures that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer get fulfilled. The capacity management process is the focal point for all performance and capacity issues. The sub-processes of capacity management are as follows: Business capacity management Service capacity management Resource capacity management Answer option D is incorrect. Service Catalog Management is used to ensure that a Service Catalog is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. It provides vital information for all other Service Management processes: Service details Current status Services' interdependencies It is part of Service Design and the owner of Service Catalog Management is the Service Catalog Manager. Service Catalog Management was added as a new process in ITIL V3. In ITIL V2, the Service Level Management process mentioned the concept of a Service Catalog.
Q: Which of the following processes monitors progress and escalation of incidents? A Capacity Management B Release Management C Incident Management D Configuration Management
C Explanation: Answer option C is correct. Incident Management is used to ensure a quick recovery of the system. It supervises and directs internal or external resources. It monitors the progress and escalation of incidents. It takes the possession of an incident and behaves as the primary level of escalation. Answer option D is incorrect. Configuration Management is used to define and control service and infrastructure components and to maintain accurate configuration information. Answer option A is incorrect. Capacity Management ensures that the service provider has, at all times, sufficient capacity, so that the current and the future needs of the customer get fulfilled. The Capacity Management process is the focal point for all performance and capacity issues. Answer option B is incorrect. Release Management is used to deliver, distribute, and track changes in a release into the live environment.
Q: Which of the following processes is responsible for removing recurring incidents and reducing the impact of incidents that is impossible to prevent? A Event Management B Service Level Management C Problem Management D Change Management
C Explanation: Answer option C is correct. Problem management is used to resolve the root cause of incidents, and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A problem is an unknown underlying cause of one or more incidents, and a known error is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified.
Q: Incident Management (IcM) refers to the activities of an organization to identify, analyze, and correct hazards. Who is responsible for tracking and monitoring an incident? A Call center B Problem Management C Service Desk D Service Level Manager
C Explanation: Answer option C is correct. Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT, and to satisfy both Customer and IT Provider objectives. ("User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service)
Q: Which one of these statements represents the main objective of the incident management process? A Identify the cause of an incident and ensure that normal service is restored. B Investigate and diagnose the underlying cause of incidents and finding a resolution. C Restore normal service as quickly as possible, minimizing the impact to the business. D Manage the root-cause analysis for all incidents.
C Explanation: Answer option C is correct. The focus of incident management is to restore service so that the user is able to continue work, and therefore the business objectives can be fulfilled. The restoration of service may be achieved through a workaround, such as a reboot. Incident is not concerned with cause; that is the concern of problem management.
Q: In the ITIL guidance on incident management, what is one of the key purposes of the incident management process? A The purpose of incident management is to prevent changes from causing incidents when a change is implemented. B The purpose of incident management is to ensure that the service desk fulfills all requests from users. C The purpose of incident management is to restore normal service operation as quickly as possible. D The purpose of incident management is to prevent incidents from occurring by identifying the root cause.
C Explanation: Answer option C is correct. The purpose of the incident management process is to restore normal service operation as quickly as possible, while minimizing the adverse impact to the business of outages in service. Normal service operation is the agreed-upon level of service documented for the delivery of the service.
Q: Problem Management reduces the adverse impact of incidents and problems on the business that occur due to errors in the IT infrastructure. Which of the following are the sub-processes in Problem Management? Each correct answer represents a complete solution. Choose all that apply. A Contract Renewal or Termination B Supplier and Contract Review C Proactive D Reactive
C D Explanation: Answer options D and C are correct. Problem Management reduces the adverse impact of incidents and problems on the business that occur due to errors in the IT infrastructure. It keeps the interface with the change management process in order to manage the changes. Reactive and Proactive are the two sub-processes in Problem Management. Answer options A and B are incorrect. Contract Renewal or Termination and Supplier and Contract Review are the sub-processes of Supplier Management.
Q: Which of the following ITIL processes is used to provide change proposals in order to eliminate structural errors? A Security Management B Capacity Management C Availability management D Problem Management
D Problem management is used to resolve the root cause of incidents, and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A problem is an unknown underlying cause of one or more incidents, and a known error is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified. The CCTA defines problems and known errors as follows:
Q: Which of the following tasks is a part of Proactive Problem Management? A Resolving a problem B Registering frequently occurring errors C Managing known errors D Analyzing trends
D Explanation: Answer option D is correct. Analyzing trends is part of Proactive Problem Management. Analyzing trends allows Problem Management to identify Incidents/Problems before they take place and put measures into place, using Change Management, before an Incident takes place. Answer option B is incorrect. Registering frequently occurring errors is part of Incident Management/Service Desk. Answer option C is incorrect. Managing Known Errors is a task of Problem Management but it is not a proactive task. Answer option A is incorrect. Resolving a Problem is reactive.
Q: Which of the following is the output of the Problem Management process? Resolve root cause of incidents Known Error Records RFC's Problems Records A 3 and 4 only B 1, 2, and 3 only C 2, 3, and 4 only D 1, 2, 3, and 4 only
D Explanation: Answer option D is correct. Problem management is used to resolve the root cause of incidents, and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A problem is an unknown underlying cause of one or more incidents, and a known error is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified. The CCTA defines problems and known errors as follows: "A problem is a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant." "A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a Work-around." Problem management is different from incident management. The principal purpose of problem management is to find and resolve the root cause of a problem and prevention of incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact. The Problem Management Process is intended to reduce the number and severity of incidents and problems of the business, and report it in documentation to be available for the first-line and second line of the help desk. The proactive process identifies and resolves problems before incidents occur. These activities are as follows: Trend analysis Targeting support action These two provides information to the organization.
Q: Which of the following processes is responsible for producing a RFC output? A Change Management B Incident Management C Configuration Management D Problem Management
D Explanation: Answer option D is correct. The Problem Management process is responsible for producing a RFC output. Error Control activities focus on resolving Known Errors through the Change Management process. Problem management is used to resolve the root cause of incidents, and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A problem is an unknown underlying cause of one or more incidents, and a known error is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified. The CCTA defines problems and known errors as follows:
Q: Identify the correct sequence of steps for the incident management process. Resolution and recovery Escalation, investigation, and diagnosis Prioritization Identification Initial diagnosis Categorization Closure Logging A 8, 4, 3, 6, 2, 5, 1, 7 B 8, 4, 6, 3, 5, 2, 1, 7 C 4, 8, 3, 5, 1, 7, 2, 6 D 4, 8, 6, 3, 5, 2, 1, 7
D Explanation: Answer option D is correct. The correct sequence in the incident management process in the service operation core guidance is identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure.
Q: The CEO of uCertify Inc calls the service desk and reports that the system is running slow. He inquires whether he can be given a different PC, the same as that of his colleague's, which is a lot faster. Which of the following terms is applicable to this situation? A Incident B Service Delivery C Request For Change D Problem
Explanation: Answer option A is correct. An "Incident" is any event which is not part of the standard operation of the service and which causes, or may cause, an interlude or a decline in the quality of the service. Answer option B is incorrect. Service Delivery is primarily concerned with proactive services the ICT must deliver to provide adequate support to business users. It focuses on the business as the customer of the ICT services (compare with: Service Support). The discipline consists of the following processes: Service Level Management Capacity Management IT Service Continuity Management Availability Management Financial Management Answer option D is incorrect. A problem is a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant. Answer option C is incorrect. Request for Change (RFC) is a form used to record details of a request for a change and is sent as an input to Change Management by the Change Requestor.
