ITIL Module 6
Service Operation An activity that obtains additional resources when these are needed to meet service level targets or customer expectations. A) escalation B) functional escalation C) hierarchic escalation
A) escalation
Service Operation A change of state that has significance for the management of an IT service or other config item. A) event B) alert C) incident
A) event
Service Operation A change of state that has significance for the management of an IT service or other config item. A) event B) event management C) incident D) incident management
A) event
Service Operation Processes consist of: A) event management B) performance management C) incident management D) request fulfillment E) problem solving F) problem management G) access management H) change management
A) event management C) incident management D) request fulfillment F) problem management G) access management
Service Operation Simple priority coding system that is a measure of the effect of incident, problem, or change on business processes. A) impact B) urgency C) priority
A) impact
Service Operation Incident Management Basic Concept that is unplanned interruption or reduction in quality of an IT service. A) incident B) timescale C) incident model D) major incident E) status
A) incident
Service Operation A database containing all known error records. A) known error database (KEDB) B) definitive media library (DML) C) config management system (CMS) D) service knowledge management system (SKMS)
A) known error database (KEDB)
Service Operation Cause of one or more incidents. Not usually known when a problem record is created. A) problem B) problem management C) work around D) known error
A) problem
Service Operation A notification that a threshold has been reached, something has change, or a failure has occurred. A) event B) alert C) incident
B) alert
Service Operation The process responsible for managing events throughout their lifecycle. Event management is one of the main activities of IT operations. A) event B) event management C) incident D) incident management
B) event management
Service Operation Transferring an incident, problem or change to a technical team with a higher level of expertise to assist. A) escalation B) functional escalation C) hierarchic escalation
B) functional escalation
Service Operation The process responsible for managing the lifecycle of all problems. A) problem B) problem management C) work around D) known error
B) problem management
Service Operation Incident management interfaces with which service lifecycle for : service level management, information security management, capacity management, and availability management. A) service strategy B) service design C) service transition D) service operation E) CSI
B) service design
Service Operation Incident Management Basic Concepts that is time within which an incident of a particular type must be handled for all incident handling stages. A) incident B) timescale C) incident model D) major incident E) status
B) timescale
Service Operation Simple priority coding system that is a measure of how long it will be until an incident, problem, or change has a significant impact on the business. A) impact B) urgency C) priority
B) urgency
Service Operation Informing or involving more senior levels of management to assist in an escalation. A) escalation B) functional escalation C) hierarchic escalation
C) hierarchic escalation
Service Operation An unplanned interruption to an IT service or reduction in the quality of an IT service. A) event B) event management C) incident D) incident management
C) incident
Service Operation An unplanned interruption to an IT service or reduction in the quality of an IT service. A) event B) alert C) incident
C) incident
Service Operation Incident Management Basic Concepts that is a way of predefining the steps that should be taken to handle an incident in an agreed way. A) incident B) timescale C) incident model D) major incident E) status
C) incident model
Service Operation Simple priority coding system that is a category used to identify the relative importance of an incident, problem, or change. A) impact B) urgency C) priority
C) priority
Service Operation A formal request from a user for something to be provided. A) change request B) request management C) service request D) request fulfillment
C) service request
Service Operation Incident management interfaces with which service lifecycle for : service asset & config management, and change management. A) service strategy B) service design C) service transition D) service operation E) CSI
C) service transition
Service Operation Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available. A) problem B) problem management C) work around D) known error
C) work around
Service Operation The process responsible for managing the lifecycle of all incidents. A) event B) event management C) incident D) incident management
D) incident management
Service Operation A problem that has a documented root cause and a workaround. A) problem B) problem management C) work around D) known error
D) known error
Service Operation Incident Management Basic Concepts that is the highest incident impact category which requires a separate procedure with shorter timescales and greater urgency. A) incident B) timescale C) incident model D) major incident E) status
D) major incident
Service Operation The process responsible for managing the lifecycle of all service requests. A) change request B) request management C) service request D) request fulfillment
D) request fulfillment
Service Operation Incident management interfaces with which service lifecycle for : problem management and access management. A) service strategy B) service design C) service transition D) service operation E) CSI
D) service operation
Service Operation Incident Management Basic Concepts that is a required field in many types of record indicating the current stage in the lifecycle of the incident. A) incident B) timescale C) incident model D) major incident E) status
E) status
