Problem Management (15%) Flashcards

1
Q

UI Action to move a problem record to Fix in Progress

A

Fix

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2
Q

State problem record returns to with Re-Analyze UI Action

A

Root Cause Analysis

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3
Q

6 Problem Management States

A

New
Assess
Root Cause Analysis
Fix in Progress
Resolved
Closed

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4
Q

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

A

Cause Notes
Risk Accepted Reason

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5
Q

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

A

Cause of problem determined, but no permanent fix

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6
Q

A Known Error is any problem with ______ and _____

A

root case and a workaround

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7
Q

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

A
  • Check for duplicates
  • Assign problem to a group
  • Associate incidents
  • Flag major problems
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8
Q

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

A

Workaround

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9
Q

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

A

Change

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10
Q

2 different types of Problem Tasks

A
  • General
  • Root Cause Analysis
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11
Q

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

A
  • Update resolution information
  • Re-analyze problem (returns to RCA)
  • Update or retire knowledge articles
  • Complete the problem
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12
Q

4 roles that can accept the risk on a problem record

A

admin
problem_admin
problem_manager
problem_coordinator

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13
Q

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

A

Based on support group of CI/Service Offerings

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14
Q

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

A

Cancel
Accept Risk
Mark Duplicate
Complete

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15
Q

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

A

Investigation and Diagnosis

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16
Q

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

A

Assigned to Users of the Related Incidents

17
Q

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

A

Move it directly back to the Root Cause Analysis state

18
Q

4 Different ways to communicate a plan?

A
  • Attach article to the problem
  • Create a Knowledge Article
  • Communicate problem using related link
  • Post link in the workaround section
19
Q

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

A

Under ‘Analysis Information’ tab

20
Q

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

A

Root Cause Analysis

21
Q

3 stages problems move through in their lifecycle?

A
  1. Detection and Logging
  2. Investigation and Diagnosis
  3. Resolution and Closure
22
Q

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

A

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

23
Q

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

A

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

24
Q

The goal of Problem is to:

A

permanently fix the error no matter how long it takes

25
Q

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

A

KPIs and Metrics that track resolution timeframes

26
Q

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

A

Priority Data Lookup table

27
Q

When will the Communicate Workaround UI Action appear?

A

Once text is saved in the Workaround Field.

28
Q

What 4 problem KPIs can help with pain points?

A
  • % of open problems with known error
  • % idle vs active time
  • Average reassignment count
  • Number of open incidents related to a problem
29
Q

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

A

for callers on the problems related incidents

30
Q

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

A

Problem > Administration > Problem Properties

31
Q

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

A

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

32
Q

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

A

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

33
Q

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?

A
  • Tester is impersonating the assignee, which is the problem_coordinator
  • Fix notes field is filled in and saved
34
Q

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

A
  • State
  • Assigned To
35
Q

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

A
  • Define categories based on customer’s CMDB classes
  • Re-use existing categories from incident management
36
Q

2 effective measures of performance for Problem Management process.

A
  • Problems older than 30 days by Priority and State
  • Average Problem Resolution Time
37
Q

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

A

problem_admin

38
Q

A problem record is the parent to what record?

A

Problem Task