Problem Management

Question 1

Which practice involves the management of vulnerabilities that were not identified before the service went live?
A. Service request management
B. Problem management
C. Change control
D. Service level management

Answer 1

B. Problem management

Question 2

Which practice needs people who understand complex systems and have creative and analytical skills?
A. Change enablement
B. Service level management
C. Service request management
D. Problem management

Answer 2

D. Problem management

Question 3

Which practice recommends using tools for collaboration and the automated matching of symptoms?
A. Problem management
B. Service level management
C. Incident management
D. Service request management

Answer 3

A. Problem management

Question 4

Which practice includes management of workarounds and known errors?
A. Monitoring and event management
B. Service configuration management
C. Problem management
D. Incident management

Answer 4

C. Problem management

Question 5

Which phase of problem management includes analyzing incidents to look for patterns and trends?
A. Problem identification
B. Problem control
C. Error control
D. Post-implementation review

Answer 5

A. Problem identification

Question 6

When is the earliest that a workaround can be documented in ‘problem management’?
A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved

Answer 6

A. After the problem has been logged

Question 7

Which is an activity of the ‘problem management’ practice?
A. Restoration of normal service operation as quickly as possible
B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations

Answer 7

B. Prioritization of problems based on the risk that they pose

Question 8

Which of these activities is carried out as part of ‘problem management’?
A. Creating incident records
B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records

Answer 8

D. Trend analysis of incident records

Question 9

What is the purpose of the ‘problem management’ practice?
A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 9

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Question 10

What is the MAIN benefit of ‘problem management’?
A. Restoring normal service as quickly as possible
B. Reducing the number and impact of incidents
C. Maximizing the number of successful changes
D. Managing workarounds and known errors

Answer 10

B. Reducing the number and impact of incidents

Question 11

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
A. Problem identification
B. Problem control
C. Error control
D. Problem analysis

Answer 11

C. Error control

Question 12

Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
A. events
B. changes
C. IT assets
D. known errors

Answer 12

D. known errors

Question 13

Which is an activity in the ‘problem control’ phase of problem management?
A. Re-assessing a known error to manage the ongoing impact
B. Implementing a technical fix to resolve an issue
C. Documenting the steps in a workaround
D. Reviewing incident records to identify trends

Answer 13

C. Documenting the steps in a workaround

Question 14

What is the CORRECT order for the three phases of problem management?
A. Problem control, error control, problem identification
B. Problem identification, problem control, error control
C. Error control, problem control, problem identification
D. Problem identification, error control, problem control

Answer 14

B. Problem identification, problem control, error control

Question 15

Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and known errors.
A. events
B. changes
C. configuration items
D. workarounds

Answer 15

D. workarounds

Question 16

Which is an activity of ‘problem identification’?
A. Analyzing information from software developers
B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions

Answer 16

A. Analyzing information from software developers

Question 17

In which case would a problem be logged as part of the problem identification?
A. When the cause is identified but not resolved
B. After receiving of error information from a supplier
C. When a user reports an unplanned service interruption
D. After a workaround is identified and documented

Answer 17

B. After receiving of error information from a supplier

Question 18

Which phase of problem management includes analyzing incidents to look for patterns and trends?
A. Problem identification
B. Problem control
C. Error control
D. Post-implementation review

Answer 18

A. Problem identification