Change, Incident, Problem (Service Management Practices)

Question 1

Change Control
(Service Management Practices)

Answer 1

Maximize the number of successful IT changes by
* ensuring that risks have been properly assessed,
* authorizing changes to proceed, and
* managing the change schedule

Question 2

Change
(Service Management Practices)

Answer 2

Addition, modification, or removal of anything that could have a direct or indirect effect on IT services

Question 3

Standard Change
(Service Management Practices)

Answer 3

• Low-risk and well-understood
• Pre-authorized
• Password reset

Question 3

Normal Change
(Service Management Practices)

Answer 3

• Require some level of authorization
• Planned and scheduled in advance

Question 4

Change Authority
(Service Management Practices)

Answer 4

A person or group responsible for authorizing a change

Question 5

Emergency Change
(Service Management Practices)

Answer 5

• Expedited assessment and authorization process
• Must be introduced as soon as possible

Question 6

Change Schedule
(Service Management Practices)

Answer 6

Used to help plan changes, assist in communication, avoid conflicts, and assign resources

Question 7

Incident Management
(Service Management Practices)

Answer 7

Minimize the negative impact of incidents by restore normal service operation as quickly as possible

Question 8

Incident
(Service Management Practices)

Answer 8

Unplanned interruption to a service, or reduction in the quality of service

Question 9

Swarming
(Service Management Practices)

Answer 9

Involves many different stakeholders working together initially, until it becomes very clear which of them is best placed to continue and who can move on to other tasks

Question 10

Problem Management
(Service Management Practices)

Answer 10

Reduce the likelihood and impact of incidents by identifying actual and potential cause of incidents, and managing workarounds and known errors

Question 11

Problem
(Service Management Practices)

Answer 11

A cause, or potential cause, of one or more incidents

Question 12

Known Error
(Service Management Practices)

Answer 12

A problem that has been analyzed and has not been resolved yet

Question 13

Workaround
(Service Management Practices)

Answer 13

A solution that reduces or eliminate the impact of an incident or problem for which a full resolution is not yet available

Question 14

Steps of Problem Management
(Service Management Practices)

Answer 14

• Problem Identification
• Problem Control
• Error Control