Problem Management (15%)

Question 1

UI Action to move a problem record to Fix in Progress

Answer 1

Fix

Question 2

State problem record returns to with Re-Analyze UI Action

Answer 2

Root Cause Analysis

Question 3

6 Problem Management States

Answer 3

New
Assess
Root Cause Analysis
Fix in Progress
Resolved
Closed

Question 4

When you click ‘Accept Risk’ on a problem record, these 2 fields become mandatory

Answer 4

Cause Notes
Risk Accepted Reason

Question 5

When should a problem be put in a State of Known Error

Answer 5

Cause of problem determined, but no permanent fix

Question 6

A Known Error is any problem with ______ and _____

Answer 6

root case and a workaround

Question 7

Recommended to be conducted during Create and Assess stage in problem management lifecycle

Answer 7

• Check for duplicates
• Assign problem to a group
• Associate incidents
• Flag major problems

Question 8

Temporary solution that reduce or eliminate the effect of problems when full resolution is not available

Answer 8

Workaround

Question 9

Create a ____ record from an incident to restore service or fix the underlying issue caused by or resulted from this incident

Answer 9

Change

Question 10

2 different types of Problem Tasks

Answer 10

• General
• Root Cause Analysis

Question 11

4 things recommended to be conducted during Resolve and Close stage in problem management lifecycle

Answer 11

• Update resolution information
• Re-analyze problem (returns to RCA)
• Update or retire knowledge articles
• Complete the problem

Question 12

4 roles that can accept the risk on a problem record

Answer 12

admin
problem_admin
problem_manager
problem_coordinator

Question 13

How is assignment group populated for a problem record when its assignment group and assigned to fields are empty?

Answer 13

Based on support group of CI/Service Offerings

Question 14

Which buttons/UI Actions on Problem record change the state to Closed?

Answer 14

Cancel
Accept Risk
Mark Duplicate
Complete

Question 15

What stage in problem lifecycle involve problem and solution being identified?

Answer 15

Investigation and Diagnosis

Question 16

Who is notified when a problem manager or coordinator click ‘Communicate Fix” on a problem record

Answer 16

Assigned to Users of the Related Incidents

Question 17

How can you re-analyze a problem record in the Fix in Progress state if you cannot fix the problem without more analysis?

Answer 17

Move it directly back to the Root Cause Analysis state

Question 18

4 Different ways to communicate a plan?

Answer 18

• Attach article to the problem
• Create a Knowledge Article
• Communicate problem using related link
• Post link in the workaround section

Question 19

Where on the problem form do you record Workaround and Cause notes?

Answer 19

Under ‘Analysis Information’ tab

Question 20

Structured investigation to identify and understand the underlying cause of a problem to prevent a recurrence

Answer 20

Root Cause Analysis

Question 21

3 stages problems move through in their lifecycle?

Answer 21

1. Detection and Logging
2. Investigation and Diagnosis
3. Resolution and Closure

Question 22

ITIL users can update problems and problem tasks, but what can they NOT do?

Answer 22

ITIL users can NOT move problem/problem tasks through their lifecycles.

Question 23

An ITIL user may create a problem or change from an Incident if:

Answer 23

a problem or change has NOT already been created from the incident.

Question 24

The goal of Problem is to:

Answer 24

permanently fix the error no matter how long it takes

Question 25

With Problem, which KPI and metric would drive the wrong kind of behavior if you added.

Answer 25

KPIs and Metrics that track resolution timeframes

Question 26

Priority values based on Impact and Urgency may be updated in the _________

Answer 26

Priority Data Lookup table

Question 27

When will the Communicate Workaround UI Action appear?

Answer 27

Once text is saved in the Workaround Field.

Question 28

What 4 problem KPIs can help with pain points?

Answer 28

- % of open problems with known error - % idle vs active time - Average reassignment count - Number of open incidents related to a problem

Question 29

When should you use 'communicate workaround' related link on the problem record?

Answer 29

for callers on the problems related incidents

Question 30

For a Problem Manager or Problem Coordinator to Re-analyze a completed problem, which module could they make this change?

Answer 30

Problem > Administration > Problem Properties

Question 31

When a user clicks 'communicate fix UI action' on the problem form, what happens?

Answer 31

'Fix' is written to work notes on any incident associated with the problem

Question 32

When a user clicks on 'communicate workaround UI Action' on the problem form, what happens?

Answer 32

'Workaround' is written to the work notes field on any open incident

Question 33

Tester wants to submit a bug report, since they can't see the 'communicate fix' link under related links on the problem form. What do you recommend they confirm first?

Answer 33

- Tester is impersonating the assignee, which is the problem_coordinator - Fix notes field is filled in and saved

Question 34

Problem and Problem task records move automatically from new to assess when which fields are filled?

Answer 34

- State - Assigned To

Question 35

Customer needs help defining category values for problem records. What 2 things could you suggest?

Answer 35

- Define categories based on customer's CMDB classes - Re-use existing categories from incident management

Question 36

2 effective measures of performance for Problem Management process.

Answer 36

- Problems older than 30 days by Priority and State - Average Problem Resolution Time

Question 37

A new Problem Coordinator created several problem investigations that need deleted. What role can delete a problem record?

Answer 37

problem_admin

Question 38

A problem record is the parent to what record?

Answer 38

Problem Task