Service Operation - P1

Which is the best description of an incident?

• An event that has significance and impacts the service

• An unplanned interruption to an IT service or reduction in the quality of an IT service

• A fault that causes failures in the IT infrastructure

• A user error

When should an incident be closed?

• When the technical staff members are confident that it will not recur

• When desktop support staff members say that the incident is over

• When the user confirms that the service has been restored

• When the target resolution time is reached

All of the following solutions can be satisfactory except ____

• A user complains of poor response; a reboot speeds up the response.

• A user complains of poor response; L2 support runs diagnostics to be able to monitor it the next time it occurs.

• A user complains of poor response; second-line support runs diagnostics to be able to monitor it the next time it occurs.

• The service desk takes control of the user’s machine remotely and shows the user how

  to run the report they were having difficulty with.

Incident management aims to restore normal service operation as quickly as possible. How is normal service operation defined?

• It is the level of service that the user requires.

• It is the level of service that the technical management staff members say is reasonable

• It is the level of service defined in the SLA.

• It is the level of service that IT believes is optimal.

A service management tool has the ability to store templates for common incidents that define the steps to be taken to resolve the fault. What are these called?

• Major Incidents

• Minor Incidents

• Incident categories

• Incident models

Which incidents should be logged?

• Major incidents

• All incidents that resulted from a user contacting the service desk

• Minor incidents

• All incidents

What factors should be taken into consideration when assessing the priority of an incident?

• Impact and urgency

• Impact and cost

• Urgency and severity

• Severity and cost

What is the best definition of a problem?

• The result of a failed change

• An incident that the service desk does not know how to fix

• The root cause of one or more incidents

• A fault that will require a change to resolve

Problem management can produce which of the following?

1. Known errors

2. Workarounds

3. Resolutions

4. RFCs

• 1 and 4

• 1 and 3

• 1,2, and 4

• All of the above

Which of these best describes service operations?

• Ensure availability and capacity of services are in optimal

  positions

• Optimize services by using improvement cycles

• Ensuring changes performed cause minimal impact

• Managing the activities and processes required to deliver and manage services at agreed levels to business users