Incident & Problem

Question 1

What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A problem
C. A change
D. An event

Answer 1

A. An incident

Question 2

Which will help solve incidents more quickly?
A. Target resolution times
B. Escalating all incidents to support teams
C. Collaboration between teams
D. Detailed procedural steps for incident investigation

Answer 2

C. Collaboration between teams

Question 3

Which usually requires a team of representatives from many stakeholder groups?
A. Fulfilling a service request
B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident

Answer 3

D. Investigating a major incident

Question 4

Which directly assists with the diagnosis and resolution of simple incidents?
A. Scripts for collecting user information
B. Use of shift working patterns
C. Fulfilment of service requests
D. Creation of a temporary team

Answer 4

A. Scripts for collecting user information

Question 5

What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools

Answer 5

D. A service interruption resolved by the use of self-help tools

Question 6

Which helps to manage an incident when it is unclear which support team should be working on the incident?
A. Disaster recovery plans
B. Swarming
C. Target resolution times
D. Self-help

Answer 6

B. Swarming

Question 7

How should an organization prioritize incidents?
A. Ask the user for their preferred resolution timeframe
B. Assess the availability of the appropriate support team
C. Use an agreed classification which is based on the business impact of the incident
D. Create an order of incidents based on the dates and times when they were logged

Answer 7

C. Use an agreed classification which is based on the business impact of the incident

Question 8

What is a cause, or potential cause, of one or more incidents?
A. A problem
B. A configuration item
C. A workaround
D. An incident

Answer 8

A. A problem

Question 9

What type of charge is often used for resolving incidents or implementing security patches?
A. Standard change
B. Normal change
C. Emergency change
D. Change model

Answer 9

C. Emergency change

Question 10

Which is the BEST type of resource for investigating complex incidents?
A. Self-help systems
B. Knowledgeable support staff
C. Detailed work instructions
D. Disaster recovery plans

Answer 10

B. Knowledgeable support staff

Question 11

Which can a change schedule be used for?
A. Speeding up the planning and authorization of emergency changes
B. Providing information about deployed changes to help manage incidents and problems
C. Providing a means of initiating and assessing normal changes
D. Tracking and managing improvement ideas from identification through to final action

Answer 11

B. Providing information about deployed changes to help manage incidents and problems

Question 12

What is the cause, or potential cause, of one or more incidents?
A. A problem
B. A known error
C. An event
D. A change

Answer 12

A. A problem

Question 13

Which is the MOST LIKELY way of resolving major incidents?
A. A support team following detailed procedures for investigating the incident
B. Users establishing a resolution using self-help
C. A temporary team working together to identify a resolution
D. The service desk identifying the cause and a resolution

Answer 13

C. A temporary team working together to identify a resolution

Question 14

Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.
A. Known error
B. Change
C. Event
D. Problem

Answer 14

D. Problem

Question 15

What is the definition of a problem?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item (CI)

Answer 15

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

Question 16

Which statement about problems is CORRECT?
A. Problems are not related to incidents
B. Problems must be resolved quickly in order to restore normal business activity
C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
D. Problem prioritization involves risk assessment

Answer 16

D. Problem prioritization involves risk assessment

Question 17

A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on.
What is the correct name for this type of flaw?
A. Problem
B. Incident
C. Event
D. Known error

Answer 17

A. Problem

Question 18

What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing and learning
D. To provide links to related changes and known errors

Answer 18

B. To ensure that incidents with highest impact are resolved first