IT Service Management - NJO

Who needs to approve a Normal Change with High Risk?

i. Line Manager

ii. Unit Head (1 level down)

iii. Unit Head

iv. Pillar Head

• All of the above

• i, iii & iv

• iv only

• i, ii & iii

What is the Emergency Change?

• HIGH PRIORITY CHANGE related to changes intended to remediate an issue that needs to be addressed immediately or a temporary fix, to prevent service interruption, financial, compliance, security or reputation loss to the business.

• A change that is to be deployed on a planned date, and must follow the complete change management process (full assessment and authorization stages)

• CRITICAL PRIORITY CHANGE related to changes intended to remediate an issue that needs to be addressed immediately or a temporary fix, to prevent service interruption, financial, compliance, security or reputation loss to the business.

• HIGH PRIORITY CHANGE that cannot comply with standard Normal change rules. Usually, it is used to address short notice regulatory/compliance requirements or urgent changes required to resolve a problem to prevent disruption to IT services.

What are the objective(s) of problem management? Select all that applies.

i. Find the root cause of incidents

ii. Prevent problems and resulting incidents from happening.

iii. Eliminate recurring incidents.

iv. Minimize the impact of incident that cannot be prevented.

• i only

• i, ii & iii

• ii, iii & iv

• All of the above

Below are the objectives of Incident Management except...

• To restore the service as soonest as possible and to Minimize adverse impact on business.

• Perform post mortem investigation on the root cause and define pro-active action as preventive measure.

• Ensure best possible level of services quality and availability to maintain user satisfaction.

• Increase visibility and communication of incidents

What is the Response time SLA for Severity 2 INCIDENT?

• 2 Hours 

• 4 Hours

• 15 Minutes

• 30 Minutes