Which is NOT a benefit of Conversational Ticketing?

It allows meet ups with stakeholders.

It speeds up time to resolution.

It merges the best of automation and human support.

Which is NOT a part of the Service Request Management Best Practices?

Perform a root cause analysis of the issue.

Begin with the easiest to fulfill request.

Do not overload the customer with plenty of queries.

Automate processes when possible.

Identify items to include in knowledge bases

The problem manager coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together. Which among the following scenarios describes this role?

Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.

Ms. Condemina initited a code change after detecting a bug on the recent version of the software.

Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.

Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.

Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.

The technical lead is the individual familiar with the impacted service experiencing a problem or incident. Which among the following scenarios describes this role?

Ms. Condemina initited a code change after detecting a bug on the recent version of the software.

Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.

Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.

Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.

Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.

The service owner is responsible for defining ongoing operations and health of the service. Which among the following scenarios describes this role?

Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.

Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.

Ms. Condemina initited a code change after detecting a bug on the recent version of the software.

Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.

Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.

The process owner is responsible for the overall health and success of the team’s problem management process. Which among the following scenarios describes this role?

Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.

Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.

Ms. Condemina initited a code change after detecting a bug on the recent version of the software.

Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.

Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.

Stakeholders can be whoever needs high-level info on the problem but isn’t directly involved in the problem management process. Which among the following scenarios describes this role?

Ms. and Mr. Lim constantly gives business information to the technical lead of the problem in order to speed up root cause analysis.

Ms. Unabia delegated special tasks to the service desk agent to watch out for any tickets related to the current problem.

Ms. Condemina initited a code change after detecting a bug on the recent version of the software.

Mr. Miguel oversees the business operations and ensures that the workarounds made for the problem are communicated to the process owner.

Mr. Sulpot leads the team in terms of scheduling and ensuring that problem updates are properly launched and logged.

Which of the following is NOT a benefit of Problem Management?

Creates fast workarounds to system issues

Promote continuous service improvement

Empower your team to find and learn from underlying causes

Plan Design and Development is the domain that proceeds to construct, detail, and document the business continuity and disaster recovery plans. Which scenario is under this domain?

Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.

Facilities are stabilized and secured and then a more detailed damage assessment is conducted.

After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.

Organizational training are being imposed through drills, simulations, and exercises.

Members of the Business Continuity (BC) Steering Committee are being created and intitiated.

Restoration is the domain that returns the organization to the primary site and data center gets back to normal operational status. Which scenario is under this domain?

Facilities are stabilized and secured and then a more detailed damage assessment is conducted.

Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.

After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.

Organizational training are being imposed through drills, simulations, and exercises.

Members of the Business Continuity (BC) Steering Committee are being created and intitiated.

Business Impact Analysis (BIA) is the domain that evaluates all business functions against a common criterion to assess potential impacts to the business by an interruption by any cause. Which scenario is under this domain?

After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.

Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.

Facilities are stabilized and secured and then a more detailed damage assessment is conducted.

Organizational training are being imposed through drills, simulations, and exercises.

Members of the Business Continuity (BC) Steering Committee are being created and intitiated.

Implementation is the domain where personnel are being introduced with roles and responsibilities and plans are being corrected through its elements. Which scenario is under this domain?

Organizational training are being imposed through drills, simulations, and exercises.

Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.

Facilities are stabilized and secured and then a more detailed damage assessment is conducted.

After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.

Members of the Business Continuity (BC) Steering Committee are being created and intitiated.

Project Scope and Planning is the domain that sets the stage for the project by gathering high-level business requirements, defining the scope, and allocating project resources. Which scenario is under this domain?

Members of the Business Continuity (BC) Steering Committee are being created and intitiated.

Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.

Facilities are stabilized and secured and then a more detailed damage assessment is conducted.

After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.

Organizational training are being imposed through drills, simulations, and exercises.

Business Continuity and Recovery Strategy is the domain that closely examines the agreed-upon critical business functions and evaluates the numerous recovery and backup alternatives that could be used to recover critical business operations. Which scenario is under this domain?

A branch is being created to employ an alternative recovery site with complete identical equipment and data.

Alternate senior managers are being assigned and notified to takeover for situations where the original steering committee won't be available.

Facilities are stabilized and secured and then a more detailed damage assessment is conducted.

After 8 hours, the business will be losing 1 million dollars. Thus, the RTO is defined prior to 8 hours.

Organizational training are being imposed through drills, simulations, and exercises.

Which of the following best describes the service request management priority?

To make it easy for customers to ask for help and get answers

To strengthen the IT support team

To leverage automation to create a delightful service offering

To shift-left and deliver greater customer value

Which is the best benefit in including Incident Management in the service industry?

Reduced costs or revenue loses from incidents

Continuous learning and improvement

Better communication both internal and external during incidents

What is most true about Problem Management?

It is about identifying, understanding, and eliminating the underlying causes of an incident.

It is about finding and grouping incidents in order to create or notice a certain pattern of a problem.

It is a core component of ITSM frameworks.

It makes service management teams get better prepared to attack incidents in the future.

Which of the following questions is the most important in problem management root cause analysis (RCA)?

What were the contributing causes behind the thing that caused the incident?

How is it possible that a config file could be rewritten?

What conditions create a corrupted database entry?

When did the incidents start to get experienced by the users?

What is the primary objective of creating Knowledge documents?

To capture tacit knowledge and weave it into a structured copy intended for future reference.

To contribute to the Knowledge Management Value Chain.

To help with the decision-making process.

To add content to the Enterprise Content Management Systems (ECM).

Which is the most important Post Recovery Reporting part of the Feedback and Plan Management domain of the BCP and DRP?

Identification or Remediation of Plan Gaps

Which Critical Business Function creates the worst impact for businesses/enterprises?

Reputation pr Public Image Impact

AEIC 325 - Final Exam

Authored by Pau Jaso

Computers

University

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51 questions

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MULTIPLE CHOICE QUESTION

45 sec • 1 pt

Service Requests are the same as Fulfillment Requests.

True

False

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

ITSM includes includes all the processes and activities to design, create, deliver, and support IT services.

True

False

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

In Conversational Ticketing, customer support happens in real time.

True

False

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

One of the challenges of Conversational Ticketing is keeping track of a fast-moving feed of requests.

True

False

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

Service Requests are the same as Request Fulfillments.

True

False

MULTIPLE CHOICE QUESTION

1 min • 1 pt

A service desk was an add-on to existing IT activities, whereas the help desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.”

True

False

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

Microsoft teams is an example of a standard ticketing application that allows support through email.

True

False

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AEIC 325 - Final Exam

Service Requests are the same as Fulfillment Requests.

ITSM includes includes all the processes and activities to design, create, deliver, and support IT services.

In Conversational Ticketing, customer support happens in real time.

One of the challenges of Conversational Ticketing is keeping track of a fast-moving feed of requests.

Service Requests are the same as Request Fulfillments.

A service desk was an add-on to existing IT activities, whereas the help desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.”

Microsoft teams is an example of a standard ticketing application that allows support through email.

Problem management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized.

The problem manager may also delegate subtasks to other team members as they see fit.

Knowledge that cannot be communicated and shared with others is nearly useless.

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