QUIZ 4 (Service Desk Processes and Procedures)

Which technique to diagnose problems involves producing a fishbone or Ishikawa diagram? A- Brainstorming B- Pareto analysis C- Kepner-Tregoe problem analysis D- Cause and effect analysis

D- Cause and effect analysis

Which is true? A- Urgency defines the relative importance of an incident and determines the order in which incidents are handled. B- Major incidents typically refer to any incidents affecting systems or products used by a large number of customers. C- A critical system that is down would most likely have a priority of 4 D- Target resolution time is the time frame within which the support organization is expected to resolve the incident.

D- Target resolution time is the time frame within which the support organization is expected to resolve the incident.

To combat complaints by customers who are feeling an attitude of indifference towards the services they are receiving, some companies establish a ____ process to maintain a positive relationship between a service provider and its customers. A- Business relationship management B- Contract management C- Customer relationship management D- Service level management

A- Business relationship management

A ____ stores configuration records throughout their lifecycle. A- Configuration management database B- Knowledge database C- Configuration management system D- Knowledge management system

A- Configuration management database

Which is correct about the service asset and configuration management process? A- It is the same as inventory management and ensures that all information about an organization's assets is collected and maintained. B- Its objectives are to identify and manage assets that are under the control of the IT organization. C- It focuses only on the financial aspects of configuration items and ensures that all financial information is properly maintained.. D- It ensures that all knowledge is recorded, vetted, organized, and able to be accessed when needed.

B- Its objectives are to identify and manage assets that are under the control of the IT organization.

Which technique to diagnose problems involves defining and describing the problem, establishing possible causes, testing the most probable cause, and verifying the true cause? A- Brainstorming B- Kepner-Tregoe problem analysis C- Pareto analysis D- Cause and effect analysis

B- Kepner-Tregoe problem analysis

Which types of frameworks or standards focus on ongoing management and improvement of an organization's processes and performance and its ability to satisfy customer requirements? A- IT governance B- Quality management and improvement C- IT service management D- Project management

B- Quality management and improvement

Resetting passwords, installing pre-approved software, and providing access to an IT service are examples of ____. A- Incidents B- Service requests C- Inquiries D- Change requests

B- Service requests

The following are steps performed in the incident management process. Which is the correct order of the steps listed? A- Log incident, Identify incident, Diagnose incident, Resolve incident, Close incident B- Identify incident, Diagnose incident, Log incident, Resolve incident, Close incident C- Identify incident, Log incident, Diagnose incident, Resolve incident, Close incident D- Identify incident, Log incident, Diagnose incident, Close incident, Resolve incident

C- Identify incident, Log incident, Diagnose incident, Resolve incident, Close incident

Which is true about level one service desk analysts? A- Their primary responsibility is to resolve complex incidents that involve a lot of time and research. B- They typically document all details of incidents throughout their lifecycle. C- They provide updates to customers throughout each incident's lifecycle. D- They retain incident ownership only while they are working on the incident.

C- They provide updates to customers throughout each incident's lifecycle.