Service Management Trivia Quiz
Are you looking for some practice questions and answers on customer service management? Take this service management trivia quiz and improve your knowledge about it. Service Management is a management discipline customer-focused approach aimed to provide top-notch services to customers that they value and buy. It mainly focuses on customer needs. Here, we have asked a few basic and important questions related to service management. Do you think you can answer them all? Give this quiz a try and evaluate yourself.
- 1.
Which incidents should be logged by the Service Desk?
- A.
Only incidents not resolved at logging
- B.
Only incidents from bona fide customers
- C.
All incidents except simple inquiries
- D.
All incidents
Correct Answer
D. All incidentsExplanation
All incidents should be logged by the Service Desk because it is important to have a record of all incidents, regardless of whether they are resolved or not, and regardless of the type of customer. This allows for proper tracking, analysis, and resolution of incidents, ensuring that no issues go unnoticed or unaddressed. It also helps in identifying patterns or trends in incidents, which can lead to improvements in the overall service delivery.Rate this question:
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- 2.
What is the difference between a Problem and a Known Error?
- A.
A Known Error is always the result of an Incident; a Problem is not.
- B.
There is no real difference between a Problem and a Known Error.
- C.
In the case of a Known Error, there is a fault in the IT Infrastructure; with a Problem, there is not.
- D.
In the case of a Known Error the underlying cause of the Problem, is known.
Correct Answer
D. In the case of a Known Error the underlying cause of the Problem, is known.Explanation
A Known Error refers to a specific issue or fault in the IT infrastructure that has been identified and documented, and its underlying cause is known. On the other hand, a Problem is a broader term that encompasses any unidentified or recurring issue in the IT system. Therefore, the correct answer highlights that the main difference between a Problem and a Known Error lies in the fact that a Known Error has a known underlying cause, while a Problem may not.Rate this question:
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- 3.
Which of the following data is least likely to be used in the incident control process?
- A.
Incident category
- B.
Make/model of faulty item
- C.
Impact code
- D.
Cost of the faulty item
Correct Answer
D. Cost of the faulty itemExplanation
The cost of the faulty item is least likely to be used in the incident control process because it is not directly related to the management or resolution of the incident. The incident control process typically focuses on identifying and categorizing incidents, assessing their impact, and determining the necessary actions to resolve them. The make/model of the faulty item, incident category, and impact code are all more relevant data points that can help in understanding and addressing the incident.Rate this question:
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- 4.
One of the objectives of Problem Management is to minimize the impact of problems on IT Services. Which one of the following activities is NOT a responsibility of Problem Management?
- A.
Working with third-party suppliers
- B.
Known Error management
- C.
Always taking charge of difficult incidents
- D.
Working with Availability Management to ensure agreed levels of service availability
Correct Answer
C. Always taking charge of difficult incidentsExplanation
Problem Management is responsible for minimizing the impact of problems on IT Services. This includes activities such as working with third-party suppliers, known error management, and working with Availability Management to ensure agreed levels of service availability. However, taking charge of difficult incidents is not a responsibility of Problem Management. Incident Management is responsible for handling and resolving incidents, including difficult incidents. Problem Management focuses on identifying the root cause of incidents and implementing long-term solutions to prevent their recurrence.Rate this question:
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- 5.
A trend analysis of incident data indicates that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents?
- A.
A presentation to the board of directors to explain the importance of Problem Management
- B.
Implementation of the Problem Management process
- C.
The selection of an appropriate tool to log all incident data more accurately
- D.
The introduction of a single Service Desk number so customers know who to contact
Correct Answer
B. Implementation of the Problem Management processExplanation
Implementing the Problem Management process will contribute the most to cutting down the percentage of regularly recurring incidents. Problem Management involves identifying the root causes of incidents, analyzing trends, and implementing long-term solutions to prevent incidents from happening again. By implementing this process, the organization can proactively address underlying issues, reduce the number of recurring incidents, and improve overall service stability and reliability.Rate this question:
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- 6.
In Information Security Management terms, what do the letters CIA stand for?
- A.
Component Impact Analysis
- B.
Confidentiality, Integrity, and Availability
- C.
Configuration Item Availability
- D.
Central Intelligence Agency
Correct Answer
B. Confidentiality, Integrity, and AvailabilityExplanation
The letters CIA in Information Security Management stand for Confidentiality, Integrity, and Availability. These three principles are essential in ensuring the security of information. Confidentiality refers to protecting sensitive information from unauthorized access. Integrity ensures that information is accurate, complete, and trustworthy. Availability ensures that information is accessible and usable when needed. By considering these three principles, organizations can effectively manage the security of their information assets.Rate this question:
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- 7.
If a customer complains that service levels are below those agreed in the SLA, apparently due to a number of related hardware incidents, who is responsible for ensuring the cause is investigated?
- A.
The Incident Manager
- B.
The Capacity Manager
- C.
The Problem Manager
- D.
The Availability Manager
Correct Answer
C. The Problem ManagerExplanation
The Problem Manager is responsible for investigating the cause of service level issues related to hardware incidents. They are tasked with identifying the root cause of problems and finding permanent solutions to prevent them from recurring. In this case, the customer's complaint about service levels being below the agreed SLA is a problem that needs to be investigated. The Problem Manager will analyze the related hardware incidents and work towards resolving the underlying issues to improve service levels.Rate this question:
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- 8.
A company has received messages concerning errors in the daily batch run, which handles the ordering of raw materials for the manufacturing process. This is probably due to an incorrect change in the software. The change involved extending the “stock number” field by two positions. This change was also introduced in a monthly program that has not yet been run. The situation needs to be corrected very quickly to avoid affecting manufacturing. What is the best possible solution to be adopted by Problem Management when handling the error?
- A.
The errors are reported and, because the underlying cause is known, handled by Change Management as a Request for Change with the status of ‘urgent change.’
- B.
The errors are reported as Problems at the Service Desk and, because manufacturing is involved, are directly introduced as Changes.
- C.
The errors are reported as incidents to the Service Desk, and after some research, they are identified as Known Errors, which can then be changed.
- D.
The errors are reported as Incidents, and a Problem is identified. After the cause of the error has been established and a temporary workaround found, it is labeled as a Known Error that can be corrected by raising a Request for Change
Correct Answer
D. The errors are reported as Incidents, and a Problem is identified. After the cause of the error has been established and a temporary workaround found, it is labeled as a Known Error that can be corrected by raising a Request for ChangeExplanation
In this scenario, the errors are initially reported as incidents to the Service Desk. After conducting some research, the underlying cause of the errors is identified and a problem is identified. A temporary workaround is then found to address the issue. This temporary workaround is labeled as a known error. To permanently correct the issue, a request for change is raised to address the known error. This approach ensures that the errors are properly identified and managed, allowing for a swift resolution while minimizing the impact on manufacturing.Rate this question:
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- 9.
Network managers are overloaded with work. They hardly get a chance to manage the network. One of the reasons for this is that users approach them directly to answer all kinds of questions. Which ITIL process or function needs to be set up to improve this situation?
- A.
Service Desk
- B.
Change Management
- C.
Incident Management
- D.
Problem Management
Correct Answer
A. Service DeskExplanation
The Service Desk needs to be set up to improve the situation. The Service Desk acts as a single point of contact for users to report incidents, request services, and ask questions. By establishing a Service Desk, users will be directed to contact the Service Desk instead of approaching network managers directly, reducing their workload and allowing them to focus on managing the network effectively.Rate this question:
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- 10.
The sequence of dealing with problems must be based on
- A.
The category to which the problem belongs.
- B.
The impact of the problem.
- C.
The priority of the problem.
- D.
The urgency of the problem.
Correct Answer
C. The priority of the problem.Explanation
The correct answer is the priority of the problem. When dealing with problems, it is important to prioritize them based on their importance or urgency. By determining the priority of a problem, one can allocate resources, time, and effort accordingly. This ensures that the most critical issues are addressed first, minimizing any negative impact they may have. Categorizing the problem, assessing its impact, and considering its urgency are all important factors, but ultimately it is the priority that determines the order in which problems should be addressed.Rate this question:
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- 11.
An Incident occurs when: 1. A user is unable to access a service during service hours 2. An authorized IT staff member is unable to access a service during service hours 3. A redundant network segment fails, and the user is not aware of any disruption to service 4. A user contacts the Service Desk about the slow performance of an application. Which of the above statements is CORRECT?
- A.
All of the above
- B.
1 and 4 only
- C.
2 and 3 only
- D.
None of the above
Correct Answer
A. All of the aboveExplanation
All of the above statements are correct because they all describe different scenarios in which an incident occurs. Statement 1 refers to a user being unable to access a service during service hours, which can be considered an incident. Statement 2 refers to an authorized IT staff member being unable to access a service during service hours, which is also an incident. Statement 3 describes a redundant network segment failing without the user being aware of any disruption to service, which is another example of an incident. Finally, statement 4 mentions a user contacting the Service Desk about the slow performance of an application, which can also be classified as an incident. Therefore, all of the above statements are correct in describing incidents.Rate this question:
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- 12.
What is the RACI model used for?
- A.
Documenting the roles and relationships of stakeholders in a process or activity
- B.
Defining requirements for a new service or process
- C.
Analyzing the business impact of an incident
- D.
Creating a balanced scorecard showing the overall status of Service Management
Correct Answer
A. Documenting the roles and relationships of stakeholders in a process or activityExplanation
The RACI model is used for documenting the roles and relationships of stakeholders in a process or activity. This model helps to clarify and define the responsibilities of each stakeholder involved in a project or task. It identifies who is Responsible for completing specific tasks, who is Accountable for the overall outcome, who needs to be Consulted for input or advice, and who should be Informed of progress or decisions. By using the RACI model, organizations can ensure clear communication, accountability, and effective collaboration among stakeholders.Rate this question:
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- 13.
Which of the following is NOT an objective of Service Operation?
- A.
Thorough testing, to ensure that services are designed to meet business needs
- B.
To deliver and support IT services
- C.
To manage the technology used to deliver services
- D.
To monitor the performance of technology and processes
Correct Answer
A. Thorough testing, to ensure that services are designed to meet business needsExplanation
The objective of Service Operation is to deliver and support IT services, manage the technology used to deliver services, and monitor the performance of technology and processes. Thorough testing, to ensure that services are designed to meet business needs, is not specifically mentioned as an objective of Service Operation.Rate this question:
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- 14.
The priority of an Incident refers to what?
- A.
The speed with which the Incident needs to be resolved
- B.
The relative importance of the Incident based on impact and urgency
- C.
The number of staff that will be assigned to work on the Incident so that it is resolved in time
- D.
The escalation path that will be followed to ensure the resolution of the incident
Correct Answer
B. The relative importance of the Incident based on impact and urgencyExplanation
The priority of an incident refers to the relative importance of the incident based on its impact and urgency. This means that incidents with a higher priority are those that have a greater impact on the business and need to be resolved more urgently. The priority helps in determining the order in which incidents should be addressed and ensures that the most critical issues are given immediate attention.Rate this question:
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- 15.
Which of the following BEST describes the purpose of Event Management?
- A.
The ability to report on the successful delivery of services by checking the uptime of infrastructure devices
- B.
The ability to detect events, make sense of them and determine the appropriate control action
- C.
The ability to monitor and control the activities of technical staff
- D.
The ability to report on the successful delivery of services by checking the uptime of infrastructure devices
Correct Answer
B. The ability to detect events, make sense of them and determine the appropriate control actionExplanation
The purpose of Event Management is to detect events, make sense of them, and determine the appropriate control action. This involves monitoring and analyzing events to understand their significance and deciding how to respond to them effectively. It does not involve reporting on the successful delivery of services or monitoring and controlling the activities of technical staff.Rate this question:
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