Service Management Quiz 1

20 Questions | Total Attempts: 4145

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Service Management Quiz 1 - Quiz

To practice completing questions on Service Operations


Questions and Answers
  • 1. 
    Define an ‘incident’ and describe what is the primary objective of Incident Management?
  • 2. 
    State and briefly describe the 9 Incident Management Activities?
  • 3. 
    In your own words, explain the two forms of incident escalation?
  • 4. 
    Part of incident classification is to determine the priority of the incident. How is the priority of an incident evaluated? What are the factors involved and give a brief description of each?
  • 5. 
    In your own words, explain what is a ‘Problem’, ‘work-around, ‘known-error’ and ‘known-error database’ ?
  • 6. 
    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 enquiries

    • D. 

      All incidents

  • 7. 
    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

  • 8. 
    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 faulty item

  • 9. 
    One of the objectives of Problem Management is to minimise 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

  • 10. 
    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

  • 11. 
    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

  • 12. 
    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

  • 13. 
    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 “stocknumber” 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 ProblemManagement 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

  • 14. 
    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

  • 15. 
    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.

  • 16. 
    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 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

  • 17. 
    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

  • 18. 
    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

  • 19. 
    The priority of an Incident refers to?
    • 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 resolution of the incident

  • 20. 
    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

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