ITIL V4 Review Session 4 (Objectives 7)
Why should incidents be prioritized? A. To help automated matching of incidents to problems or known errors B. To identify which support team the incident should be escalated to C. To ensure that incidents with the highest business impact are resolved first D. To encourage a high level of collaboration within and between teams
A ""Modern IT service management tools can provide automated matching of incidents to other incidents, problems or known errors,"" but this is not dependent on the incident priority, which is used to ensure that incidents with the highest business impact are resolved first. Ref 5.2.5 B ""More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team."" Ref 5.2.5 Correct: C. ""Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first."" Ref 5.2.5 D ""Effective incident management often requires a high level of collaboration within and between teams."" However, this is not dependent on the incident priority, which is used to ""ensure that incidents with the highest business impact are resolved first"". Ref 5.2.5" "
Which practice has a purpose that includes restoring normal service operation as quickly as possible? A. Supplier management B. Deployment management C. Problem management D. Incident management
A ""The purpose of the supplier management practice is to ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services."" Ref 5.1.13 B ""The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments, for testing or staging."" Ref 5.3.1 C ""The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors."" Ref 5.2.8 D. Correct. ""The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible."" Ref 5.2.5" "
Which is the BEST example of an emergency change? A. The implementation of a planned new release of a software application B. A low-risk computer upgrade implemented as a service request C. The implementation of a security patch to a critical software application D. A scheduled major hardware and software implementation
A Emergency changes ""are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch."" The implementation of a planned new release of a software application does not fall into this category and would be planned and implemented as a normal change. Ref 5.2.4 B Emergency changes ""are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch."" A low-risk computer upgrade implemented as a service request does not fall into this category. Using a service request implies that this is a standard change, as standard changes ""are often initiated as service requests."" Ref 5.2.4 Correct: C. Emergency changes are ""Changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch."" Ref 5.2.4 D Emergency changes ""must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly."" A scheduled major hardware and software implementation does not fall into this category and would be planned and implemented as a normal change. Ref 5.2.4" "
What should all 'continual improvement' decisions be based on? A. Details of how services are measured B. Accurate and carefully analyzed data C. An up-to-date balanced scorecard D. A recent maturity assessment
A How services are measured is important, however only accurate data can drive fact-based decisions for improvement. Ref 5.1.2 Correct: B.""Accurate data, carefully analyzed and understood, is the foundation of fact-based decision-making for improvement."" The 'continual improvement' practice should be supported by relevant data sources and by skilled data analytics to ensure that each potential improvement situation is sufficiently understood. Ref 5.1.2 C A balanced scorecard is one input to making a decision, but on its own it does not serve as the foundation for fact-based decisions. Ref 5.1.2 D Maturity assessments are useful but they provide only one piece of information, as opposed to providing the foundations for decision-making in the continual improvement practice. Ref 5.1.2" "
What should be done for every problem? A. It should be diagnosed to identify possible solutions B. It should be prioritized based on its potential impact and probability C. It should be resolved so that it can be closed D. It should have a workaround to reduce the impact
A. ""It is not essential to analyze every problem; it is more valuable to make significant progress on the highest-priority problems than to investigate every minor problem that the organization is aware of."" Ref 5.2.8 Correct: B. ""Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability."" Ref 5.2.8 C. ""Error control also includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits."" Ref 5.2.8 D. ""When a problem cannot be resolved quickly, it is often useful to find and document a workaround for future incidents, based on an understanding of the problem."" Ref 5.2.8" "
What type of change is MOST likely to be managed by the 'service request management' practice? A. A normal change B. An emergency change C. A standard change D. An application change
A. ""Normal changes: These are changes that need to be scheduled, assessed, and authorized"". This is supported by the 'change enablement' practice, not by 'service request management'. Ref 5.2.4 B. ""As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes."" This is supported by the 'change enablement' practice, not by 'service request management'. Ref 5.2.4 Correct: C. ""Fulfilment of service requests may include changes to services or their components; usually these are standard changes."" and ""Standard changes: These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests"". Ref 5.2.16, 5.2.4 D. ""The scope of change enablement is defined by each organization. It will typically include all IT infrastructure, applications, documentation, processes"". Some application changes may be managed as standard changes, but others will be normal or emergency changes and will be supported by the 'change enablement' practice. Ref 5.2.4" "
Which practice provides visibility of the organization's services by capturing and reporting on service performance? A. Service desk B. Service level management C. Service request management D. Service configuration management
A. ""Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned."" Ref 5.2.14 Correct: B. ""Service level management provides the end-to-end visibility of the organization's services. To achieve this, service level management:... captures and reports on service issues, including performance against defined service levels."" Ref 5.2.14 C. ""A request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery."" Ref 5.2.15 D. ""Service configuration management collects and manages information about a wide variety of CIs, typically including hardware, software, networks, buildings, people, suppliers, and documentation."" Ref 5.2.11" "
A structured database or document used to track and manage improvement opportunities is known as what? A. Configuration Item B. Continual Improvement Register C. Work Around D. Continual Improvement Model
A. A Configuration Item is any component that needs to be managed in order to deliver an IT service. Correct: B. A Continual Improvement Register is a structured database or document used to track and manage improvement opportunities. C. A Work Around is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. D. The Continual Improvement Model provides a structured approach that can be adopted and adapted for implementing improvements. " "
A user has contacted you and requested access to a file in a specific folder on a server. What is this an example of? A. A normal change B. An incident C. A problem D. A service request
A. A normal change is a change that needs to be scheduled, assessed and authorized by following a defined process and must be fully tested and documented prior to implementation. Examples include, the planned new release of an application, the planned server upgrade, the planned new wireless APs. B. Incident is not correct because an incident is an unplanned interruption to a service or reduction in the quality of a service is an Incident. C. Problem is to correct because a problem is the cause, or potential cause, of one or more incidents. Correct: D. This is an example of a service request because a service request is a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery." "
What does the 'service request management' practice depend on for maximum efficiency? A. Compliments and complaints B. Self-service tools C. Processes and procedures D. Incident management
A. Compliments and complaints are examples of service requests. The efficiency of the practice does not depend on them. Ref 5.2.16 B. Many service requests are initiated and fulfilled using self-service tools, but not all are appropriate for this approach. Ref 5.2.16 Correct: C. ""Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice."" Ref 5.2.16 D. ""Service requests are a normal part of service delivery and are not a failure or degradation of service, which are handled as incidents."" Ref 5.2.16" "
You want to maximize the number of successful service and product changes. Which practice should you consider? A. Continual Improvement B. IT Asset Management C. Change Enablement D. Relationship Management
A. Continual Improvement deals with aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services. B. IT Asset Management deals with planning and managing the full lifecycle of all IT assets. Correct: C. Change Enablement deals with maximizing the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. D. Relationship Management deals with nurturing links between an organization and its stakeholders at strategic and tactical levels." "
Your objective is to reduce the likelihood and impact of incidents by identifying their actual causes. Which practice should you consider? A. Incident Management B. Problem Management C. Monitoring and Event Management D. Service Request Management
A. Incident Management is about minimizing the negative impact of service interruptions by restoring normal service operation as quickly as possible. Correct: B. Problem Management is about reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors. C. Monitoring and Event Management is about systematically observing services and service components, and recording and reporting selected changes of state. D. Service Request Management is about supporting the agreed quality of a service by handling all pre-defined, user-initiated service actions in an effective and user-friendly manner " "
Which of the following practice has the purpose of capturing demand for incidents and service requests? A. Monitoring and Event Management B. Service Desk C. Incident Management D. Service Request Management
A. Monitoring and Event Management is responsible for systematically observing services and service components, and recording and reporting selected changes of state. Correct: B. The Service Desk is responsible for capturing demand for incidents and service requests. C. Incident Management is responsible for minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. D. Service Request Management is responsible for supporting the agreed quality of a service by handling all pre-defined, user-initiated service actions in an effective and user-friendly manner. " "
"The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets" is the purpose of which practice? A. Service Desk B. Service Configuration Management C. Service Level Management D. Relationship Management
A. Service Desk is the practice of capturing demand for incidents and service requests. B. Service Configuration Management is the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed. Correct: C. Service Level Management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. D. Relationship Management is the practice of nurturing links between an organization and its stakeholders at strategic and tactical levels. " "
What is the purpose of the "Continual Improvement Model"? A. It is a model representing how all the components and activities of an organization work together to facilitate value creation. B. It provides a structured approach that can be adopted and adapted for implementing improvements. C. It is an assortment of recommendations that can guide an organization in all circumstances. D. It identifies the four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
A. The Service Value System is a model representing how all the components and activities of an organization work together to facilitate value creation. Correct: B. The Continual Improvement Model provides a structured approach that can be adopted and adapted for implementing improvements. C. The 7 Guiding Principles are an assortment of recommendations that can guide an organization in all circumstances. D. The 4 Dimensions of Service Management are the four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services." "
In which step of the "Continual Improvement" model do we reinforce the improvements so that stakeholders do not revert to old behaviors? A. Where are we now? B. How do we get there? C. Did we get there? D. How do we maintain momentum?
A. The Where are we now step is about assessing the current situation to establish baselines that can be used as a starting point of the improvement. B. The How do we get there step is about developing the plans that are needed to accomplish our improvement. C. The Did we get there step is used to validate the success or failure of our improvement. Correct: D. The How do we maintain momentum step is used to reinforce the improvements so that stakeholders do not revert to old behaviors." "
You are in the process of identifying all the stakeholders that will be affected by a potential improvement initiative so you can determine what value the initiative will bring to them. Which step of the "Continual Improvement" model does this typically occur in? A. Where are we now? B. Take action C. What is the vision? D. How do we get there?
A. The Where are we now step is about assessing the current situation to establish baselines that can be used as a starting point of the improvement. B. The Take action step is about executing your plans. Correct: C. The What is the vision step is about clearly defining what the goals, missions, and objectives are of the improvement, the stakeholders that will be involved and what their perception of value is. D. The How do we get there step is about developing the plans that are needed to accomplish our improvement." "
You are in the process of determining how the various activities and processes can be improved upon to add value that stakeholders are expecting. Which step of the "Continual Improvement" model does this typically occur in? A. Where are we now? B. What is the vision? C. Take action D. How do we get there?
A. The Where are we now step is about assessing the current situation to establish baselines that can be used as a starting point of the improvement. B. The What is the vision step is about clearly defining what the goals, missions, and objectives are of the improvement, the stakeholders that will be involved and what their perception of value is. C. The Take action step is about executing your plans. Correct: D. The How do we get there step is about developing the plans that are needed to accomplish our improvement." "
Which step of the "Continual Improvement" model will you take the time establish baselines so that you will be able to determine in the end if you accomplished your objectives? A. Where do we want to be? B. How do we get there? C. What is the vision? D. Where are we now?
A. The Where do we want to be step is about clearly defining what the result of the improvement should be according to S.M.A.R.T metrics. B. The How do we get there step is about developing the plans that are needed to accomplish our improvement. C. The What is the vision step is about clearly defining what the goals, missions, and objectives are of the improvement, the stakeholders that will be involved and what their perception of value is. Correct: D. The Where are we now step is about assessing the current situation to establish baselines that can be used as a starting point of the improvement." "
What is the purpose of the "Continual Improvement" practice? A. To set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. B. To protect an organization by understanding and managing risks to the confidentiality, integrity, and availability of information C. To establish and nurture links between an organization and its stakeholders at strategic and tactical levels. D. To align an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
A. The purpose of the Service Level Management Practice is to set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. B. The purpose of the Information Security Management Practice is to protect an organization by understanding and managing risks to the confidentiality, integrity, and availability of information C. The purpose of the Relationship Management Practice is to establish and nurture links between an organization and its stakeholders at strategic and tactical levels. Correct: D. The purpose of the Continual Improvement Practice is to align an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services." "
What is the reason for using a balanced bundle of service metrics? A. It reduces the number of metrics that need to be collected B. It reports each service element separately C. It provides an outcome-based view of services D. It facilitates the automatic collection of metrics
A. There would not be fewer metrics gathered, although it would combine and aggregate them to provide clearer information. ""The practice requires pragmatic focus on the whole service and not simply its constituent parts; for example, simple individual metrics (such as percentage system availability) should not be taken to represent the whole service."" Ref 5.2.15 B. The reason is to reduce reporting of the individual system-based metrics which are not meaningful to the customer. ""They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics."" Ref 5.2.15.1 Correct: C. ""They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics."" Ref 5.2.15.1 D. This does not affect the mechanism for metric collection. ""The practice requires pragmatic focus on the whole service and not simply its constituent parts; for example, simple individual metrics (such as percentage system availability) should not be taken to represent the whole service."" Ref 5.2.15" "
Which statement about the 'service desk' practice is CORRECT? A. It provides a link with stakeholders at strategic and tactical levels B. It carries out change assessment and authorization C. It investigates the cause of incidents D. It needs a practical understanding of the business processes
A. This is a purpose of 'relationship management': ""to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels."" Ref 5.1.9 B. ""Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned."" This does not include the assessment and authorization of changes. This will be provided by the 'change enablement' practice. Ref 5.2.14 C. Investigating the cause of incidents is a purpose of 'problem management'. "The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents." Ref 5.2.8 Correct: D. ""Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users."" Ref 5.2.14" "
Which of the following statements BEST describes a change authority? A. It should be centralized and made up of subject matter experts. B. It should be made up of the stakeholders that will be impacted by the change. C. It should be focused on expediting normal changes. D. It should gather immediately anytime an emergency change is required.
A. This is not correct because a change authority can be decentralized and include non subject matter experts. Correct: B. A change authority is a person or group who authorizes changes and needs to be assigned to each change. The change authority will be based on the change type and model and it should be made up of all the stakeholders that will be impacted by the change. C. This is not correct because you do not expedite normal changes, you expedite emergency changes. D. This is not correct because the change authority does not gather immediately anytime an emergency change is required. They will gather after the fact typical based on some predefined schedule." "
What is the purpose of the "Service Request Management" practice? A. To ensure that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services. B. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. C. To make new and changed services and features available for use. D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
A. To ensure that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services is Supplier Management. Correct: B. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner is Service Request Management. C. To make new and changed services and features available for use is Release Management. D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible is Incident Management. " "
Which practice provides support for managing feedback, compliments and complaints from users? A. Change enablement B. Service request management C. Problem management D. Incident management
A.""The purpose of the change enablement practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule." Ref 5.2.4 Correct: B. ""The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner,"" and ""Each service request may include one or more of the following: ... feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team)."" Ref 5.2.16 C. ""The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors."" Ref 5.2.8 D. ""The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible."" Ref 5.2.5" "
How does customer engagement contribute to the 'service level management' practice? 1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4
Correct: (1) (4) ""Customer engagement: This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions."" Ref 5.2.15 (2) Service level management ""ensures the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services,"" not just through customer engagement. Ref 5.2.15 (3) It may define the requirements for service requests but defining the workflow is part of 'service request management'. ""When new service requests need to be added to the service catalogue, existing workflow models should be leveraged whenever possible."" Ref 5.2.16" "
Which practice may involve the initiation of disaster recovery? A. Incident management B. Service request management C. Service level management D. IT asset management
Correct: A. ""In some extreme cases, disaster recovery plans may be invoked to resolve an incident."" Ref 5.2.5 B ""Service requests are a normal part of service delivery and are not a failure or degradation of service, which are handled as incidents."" Ref 5.2.16 C ""The purpose of the service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets."" Ref 5.2.15 D ""The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets."" Asset management ""includes the acquisition, operation, care and disposal of organizational assets."" Ref 5.2.6" "
Why should service desk staff detect recurring issues? A. To help identify problems B. To escalate incidents to the correct support team C. To ensure effective handling of service requests D. To engage the correct change authority
Correct: A. ""Problem identification activities identify and log problems. These include:... detection of duplicate and recurring issues by users, service desk, and technical support staff."" Ref 5.2.8 B. . Identifying the correct team for escalating an incident is based on incident category, not recurring incidents. ""More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team."" Ref 5.2.5 C. . ""The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner."" Detection of recurring issues by the service desk is not required to do this. Ref 5.2.16 D. ""The person or group who authorizes a change is known as a change authority. It is essential that the correct change authority is assigned to each type of change to ensure that change enablement is both efficient and effective."" This assignment is based on the type of change, and detection of recurring issues by the service desk is not required to do this. Ref 5.2.4" "
How should an organization include third-party suppliers in the continual improvement of services? A. Ensure suppliers include details of their approach to service improvement in contracts B. Require evidence that the supplier uses agile development methods C. Require evidence that the supplier implements all improvements using project management practices D. Ensure that all supplier problem management activities result in improvements
Correct: A. ""When contracting for a supplier's service, the contract should include details of how they will measure, report on, and improve their services over the life of the contract."" Ref 5.1.2 B Agile methods do take an incremental approach, as they ""focus on making improvements incrementally at a cadence""; however, this alone would not guarantee a supplier is committed to continual improvement. Ref 5.1.2 C Many improvement initiatives use project management practices, but it may not be practical to do so for some. ""Many improvement initiatives will use project management practices to organize and manage their execution"", but not all improvement initiatives. Ref 5.1.2 D Many 'problem management' activities will result in improvements, however not all supplier problems will result in improvements, so this is not a sensible approach. ""It is not essential to analyze every problem; it is more valuable to make significant progress on the highest-priority problems than to investigate every minor problem that the organization is aware of."" Ref 5.2.8" "
What is the effect of increased automation on the 'service desk' practice? A. Greater ability to focus on customer experience when personal contact is needed B. Decrease in self-service incident logging and resolution C. Increased ability to focus on fixing technology instead of supporting people D. Elimination of the need to escalate incidents to support teams
Correct: A. ""With increased automation... The impact on service desks is reduced phone contact, less low-level work, and a greater ability to focus on excellent CX when personal contact is needed"". Ref 5.2.14 B. The effect of automation is to increase self-service, not to decrease it. ""With increased automation, AI, robotic process automation (RPA), and chatbots, service desks are moving to provide more self-service logging and resolution directly via online portals and mobile applications"". Ref 5.2.14 C. The opposite is true. ""With increased automation and the gradual removal of technical debt, the focus of the service desk is to provide support for 'people and business' rather than simply technical issues"". Ref 5.2.14 D. The use of automation will not eliminate the need to escalate incidents. ""A key point to be understood is that, no matter how efficient the service desk and its people are, there will always be issues that need escalation and underpinning support from other teams"". Ref 5.2.14" "
Which statement about change authorization is CORRECT? A. A change authority should be assigned to each type of change and change model B. Centralizing change authorization to a single person is the most effective means of authorization C. The authorization of normal changes should be expedited to ensure they can be implemented quickly D. Standard changes are high risk and should be authorized by the highest level of change authority
Correct: A. Correct. ""It is essential that the correct change authority is assigned to each type of change to ensure that change enablement is both efficient and effective."" Ref 5.2.4 B There is no rule that centralizing change authority is the most effective method. In some cases, decentralizing decision-making is better: ""In high-velocity organizations, it is a common practice to decentralize change approval, making the peer review a top predictor of high performance."" Ref 5.2.4 C This answer confuses normal changes with emergency changes. ""Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly."" Ref 5.2.4 D Standard changes are usually low risk and pre-authorized. ""These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization."" Ref 5.2.4" "
You have been tasked with minimizing the negative impact of service interruptions by restoring normal service operation as quickly as possible. Which practice should you consider? A. Incident Management B. Relationship Management C. Problem Management D. Monitoring and Event Management
Correct: A. Incident Management is about minimizing the negative impact of service interruptions by restoring normal service operation as quickly as possible. B. Relationship Management is about nurturing links between an organization and its stakeholders at strategic and tactical levels. C. Problem Management is about reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors. D.Monitoring and Event Management is about systematically observing services and service components, and recording and reporting selected changes of state." "
Which statement about known errors and problems is CORRECT? A. Known error is the status assigned to a problem after it has been analyzed B. A known error is the cause of one or more problems C. Known errors cause vulnerabilities, problems cause incidents D. Known errors are managed by technical staff, problems are managed by service management staff
Correct: A. Known errors ""are problems where initial analysis has been completed; it usually means that faulty components have been identified... the problem remains in the known error status, and the documented workaround is applied"". Ref 5.2.8 B A problem is ""A cause, or potential cause, of one or more incidents."" A known error is ""A problem that has been analyzed but has not been resolved."" Known errors do not cause problems; they are problems that have been analyzed but not yet resolved. Ref 5.2.8 C Both known errors and problems cause incidents. A problem is ""A cause, or potential cause, of one or more incidents."" A known error is ""A problem that has been analyzed but has not been resolved."" Both problems and known errors may be vulnerabilities: ""Every service has errors, flaws, or vulnerabilities that may cause incidents."" Ref 5.2.8 D ""Many problem management activities rely on the knowledge and experience of staff, rather than on following detailed procedures. People responsible for diagnosing problems often need the ability to understand complex systems, and to think about how different failures might have occurred. Developing this combination of analytic and creative ability requires mentoring and time, as well as suitable training."" These people might work in a technical role, or in a service management role. Ref 5.2.8" "
What is the purpose of a Service Desk? A. To be the single point of communication between the service provider and all its users. B. To solve all technical and non-technical issues identified by the users. C. To identify the cause, or potential cause, of one or more incidents. D. To systematically observe services and service components, and record and report selected changes
Correct: A. The Service Desk is the single point of communication between the service provider and all its users. B. To solve all technical and non-technical issues identified by the users is not the purpose of the Service Desk as they may have to escalate issues so they can be solved. C. The purpose of Problem Management is to identify the cause, or potential cause, of one or more incidents. D. The purpose of Monitoring and Event Management is to systematically observe services and service components, and record and report selected changes." "
Which statement best describes ITIL? A. A framework for ITSM which you adopt and adapt. B. A set of prescriptive ITSM practices which guarantee IT success. C. A framework for ITSM which you adopt. D. A set of recommended ITSM frameworks which guarantee IT service delivery success.
Which statement best describes ITIL? Correct: A. ITIL is a framework for ITSM which you adopt and adapt. You don't just adopt it. You also have to adapt it to your needs. It is also not prescriptive, which means you don't blindly follow it. It is flexible so you can adopt it and adapt it to meet your needs. It also does not guarantee your success because if you don't adopt it and adapt it properly for your needs the you will not be successful. B. C. D. "
