New Questions 6

Which of the following should be done when closing an incident?

1. Check the incident categorization and correct it if necessary

2. Check that the user is satisfied with the outcome

A. 1 only

B. Both of the above

C. 2 only

D. Neither of the above

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New Questions 7

Which one of the following is NOT an objective of problem management?

A. Minimizing the impact of incidents that cannot be prevented

B. Preventing problems and resulting incidents from happening

C. Eliminating recurring incidents

D. Restoring normal service operation as quickly as possible

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New Questions 8

Which of the following is NOT a valid objective of problem management?

A. To prevent problems and their resultant Incidents

B. To manage problems throughout their lifecycle

C. To restore service to a user

D. To eliminate recurring incidents

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New Questions 9

Which statement about service review meetings is FALSE?

A. Actions from service review meetings should only be assigned to the service provider

B. Meetings should be held on a regular basis to review service achievement

C. Issues for the upcoming period should be discussed at the meetings

D. Progress and success of the service improvement programme (SIP) should be reviewed

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New Questions 10

Which of the following areas would technology help to support during the service lifecycle?

1. Data mining and workflow

2. Measurement and reporting

3. Release and deployment

4. Process design

A. 2 and 3 only

B. 2 and 4 only

C. 1 and 3 only

D. All of the above

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New Questions 11

Hierarchic escalation is BEST described as?

A. Notifying more senior levels of management about an incident

B. Passing an incident to people with a greater level of technical skill

C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

D. Failing to meet the incident resolution times specified in a service level agreement

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New Questions 12

What is a RACI model used for?

A. Performance analysis

B. Recording configuration items

C. Monitoring services

D. Defining roles and responsibilities

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New Questions 13

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A. The IT director

B. The process owner

C. The service owner

D. The customer

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New Questions 14

With which process is problem management likely to share categorization and impact coding systems?

A. Incident management

B. Service asset and configuration management

C. Capacity management

D. IT service continuity management

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New Questions 15

Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident

2. Chronological order of steps to resolve the incident

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

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