Quiz 5 Flashcards
- Access Management is responsible for implementing the policies that are defined in which process?
A. Service Portfolio Management
B. Change Management
C. Problem Management
D. Information Security Management
D
- Which is NOT an objective of problem management?
A. Restoring normal service operation as quickly as possible
B. Minimizing the impact of incidents that cannot be prevented
C. Preventing problems and resulting incidents from happening
D. Eliminating recurring incidents
A
- Which lifecycle stage provides value by optimizing the handling of service outages and identifying root causes?
A. Service Transition
B. Service Design
C. Service Operation
D. Continual Service Improvement
C
- What are the two MAIN types of activity in problem management?
A. Technical and Service
B. Resource and Proactive
C. Proactive and Reactive
D. Reactive and Technical
C
- What record is raised when a problem diagnosis is complete and a workaround is available?
A. A Service Object
B. A Known Error
C. An Incident
D. A Change
B
- Which process is responsible for sourcing and delivering components of requested standard services?
A. Request Fulfillment
B. Service Portfolio Management
C. Service Desk
D. IT Finance
A
- Which ITIL process is used to restore normal service operation as quickly as possible?
A. Service Level Management
B. Problem Management
C. Availability Management
D. Incident Management
D
- Which of the following BEST describes the purpose of Event Management?
A. The ability to detect events, make sense of them and determine the appropriate control action
B. The ability to implement monitoring tools
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
A
- Which of the following BEST describes a Workaround?
A. A technician tries several approaches to solve an Incident. One of them works, although he does not know why.
B. After reporting the incident to the service desk, the user works on alternative tasks while the problem is identified and resolved
C. A technician uses a pre-defined technique to restore service as this Incident has been seen before
D. A device works intermittently, thus allowing the user to continue working at degraded levels of performance.
C
- An incident occurs when:
- A user is unable to access a service during service hours
- An authorized IT staff member is unable to access a service during service hours
- A network segment fails and the user is not aware of any disruption to service
- A user contacts the Service Desk about slow performance of an application
A. 1 and 4 only
B. 2 and 3 only
C. 1,3,4
D. All of the above
D
