Separating the Incident and Problem Management processes and managing through separate incident and problem records….
A) Ensures that the rapid restoration objective for incident management in met.
B) Allows root cause to be investigated and resolved in a separate, parallel problem management process.
Only A is correct
Only A is incorrect
A and B are both correct
A and B are both incorrect
When closing a Problem record which of the following actions should be taken
A) Close any related Incident records.
B) Check that the Problem record contains a full historical record of all events which occurred
Only B is correct
Which statement is correct?
A) ITIL® defines a 'problem' as a priority one problem
B) ITIL® defines a 'problem' as the underlying cause of one or more incidents
C) ITIL® defines a 'incident' as the underlying cause of one or more problems
D) ITIL® defines a 'problem' as the underlying cause of one or more serious incidents which is service affecting
A
B
C
D
Which of the following is true of Problem Prioritisation?
A) Problem prioritisation should take into account the severity of the problems.
B) Problems should be prioritised the same way using the same reasons as incidents.
C) The frequency and impact of related incidents should be taken into account.
D) Problem prioritisation is based on Impact and Urgency only.
A, C and D only
A, B and C only
B and D only
Consider the following two statements
A) Without a distinction between incidents and problems, and keeping separate incident and problem records, there is a risk that records will be kept open so that root cause analysis can be done and visibility will be lost of when the user’s service was actually restored.
B) Without a distinction between incidents and problems, and keeping separate incident and problem records, there is a risk that records will be closed too early in the overall support cycle and there will be no actions taken to prevent recurrence.
The value of problem management includes:
A) Coordinating Service Design
B) Planning and supporting Service Transitions
C) Reduced expenditure on workarounds or fixes that do not work
D) Increased customer engagement
Problem severity refers to how serious the problem is from a service or customer perspective as well as an infrastructure perspective. Which factors could affect the problem severity?
A) Can the system be recovered, or does it need to be replaced?
B) How much will it cost?
C) How many people, with what skills, will be needed to fix the problem?
D) How long will it take to fix the problem?
B and 4 only
Which statement(s) is/are true?
A) The recording of workarounds allows quicker diagnosis and resolution should further incidents occur.
B) Problem Management involves root cause analysis to determine and resolve the underlying causes of incidents.
C) Problem Management is responsible for the creation of known error records that document root causes and workarounds.
D) The Service Desk Manager manages the known error database.
A only
A, B and D only
All of the above
A) Responds to business needs and incidents only after they are reported.
B) Anticipates business requirements before they are reported and problems before they occur.
A and B are both reactive
A and B are both proactive
A describes a reactive approach and B describes a proactive approach
A describes a proactive approach and B describes a reactive approach
Problem management may be invoked when:
A) The service desk may have resolved an incident but has not determined a definitive cause and suspects that it is likely to recur
B) A notification is received from a supplier that a problem exists that has to be resolved.
C) Trend analysis of logged incidents reveals an underlying problem might exist
D) Other IT functions identify that a problem condition exists
A and C only
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