AMS Services Training Quiz 2

What is defined as a cause, or potential cause, of one or more incidents?

• Changes

• Known errors

• Problem

• Event

Correct the missing word :

_ is a request from a User for information or advice, for Standard routine tasks or for Access to an IT Service, for report generation or data preparation, etc. Tasks of user administration and authorization is also considered as service request.

• Incident

• Change Request

• Services Request

• Problem

The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?

• Known errors

• Workaround

• Problem

• Incident

Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?

• Services Request

• Incident

• Problem

• Request

A 2st priority incident sent to support team as an on-call duty at 15:00 , date N. Support team do the first response on 9:00 date N + 1. The incident was closed on 12:00,date N + 2 (total pending time with user is 5 hours)

What is actual time for KPI 1 & KPI 2 ?

• KPI 1 = 3H

  KPI 2 = 10H

• KPI 1 = 2H

  KPI 2 = 9H

• KPI 1 = 3H

  KPI 2 = 11H

• KPI 1 = 2H

  KPI 2 = 10H

Identify the missing word in the following sentence.

___management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

• Change Request

• Event

• Incident

• Problem

A 2st priority incident sent to support team as an on-call duty at 15:00 , date N. Support team do the first response on 9:00 date N + 1. The incident was closed on 12:00 ,date N + 2 (total pending time with  user is 2 hours)

What is actual time for KPI 1 & KPI 2 ?

• KPI 1 HIT

  KPI 2 MISS

• KPI 1 MISS

  KPI 2 MISS

• KPI 1 HIT

  KPI 2 HIT

• KPI 1 MISS

  KPI 2 HIT

Correct the missing word :

_ is a change in system which is requested by customer. It can be defined as any request that is submitted to whatever change control board or decision making group has been implemented.

• Change Request

• Problem

• Incident

• Service Request

Which one of the following is the BEST description of a service level agreement (SLA)?

• The part of a contract that specifies the responsibilities of each party

• An agreement between the service provider and an internal organization

• An agreement between a service provider and an external supplier

• An agreement between the service provider and their customer

Correct the missing word :

The purpose of _ Management is to identify, classify and take permanent remedial actions on known errors based on the observation of recurring disturbance or on incidents.

This is to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented

• Problem

• Change Request

• Service Request

• Incident