ITIL Management Practices 2 (Gunakan NIM sebagai Username)
Authored by Lutfi R
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12 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is the correct problem definition?
An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of one or more incidents
An incident for which a full resolution is not yet available
Any change of state that has significance for the management of a configuration item (CI)
Answer explanation
The correct problem definition is a cause, or potential cause, of one or more incidents.
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is a valid error control activity?
Applying workarounds to incidents
Analysis of root cause of known errors
Identification of permanent solution
Analyzing recurring issues
Answer explanation
The correct error control activity is the identification of a permanent solution to prevent the issue from recurring in the future.
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which is the PRIMARY use of a change schedule?
To support the ‘incident management’ practice and improvement planning
To manage emergency changes
To manage standard changes
To plan changes and help avoid conflicts
Answer explanation
The PRIMARY use of a change schedule is to plan changes and help avoid conflicts, ensuring smooth implementation and minimizing disruptions.
4.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Which is not a valid type of a change?
Urgent change
Normal change
Standard change
Emergency change
Answer explanation
The correct choice is 'Urgent change' because it is not a valid type of change. Urgent changes are not typically recognized as a separate category of change management.
5.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
What needs to be considered to assess the priority of an incident?
The urgency and impact
The impact and complexity
The cost and urgency
The complexity and cost
Answer explanation
To assess the priority of an incident, one must consider the urgency and impact of the situation, as these factors determine the criticality of the incident.
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the purpose of service request management practice?
To support the provisioning of services through the change control practice
To ensure that the services are restored to the end user to support in increasing the end user’s productivity and effectiveness
To support the agreed quality of a service by handling all predefined, user-initiated service requests
To provide an overarching framework for managing service requests and standard changes that are predefined and established
Answer explanation
The purpose of service request management practice is to support the agreed quality of a service by handling all predefined, user-initiated service requests.
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is a definition of an incident?
A problem that has been analyzed but has not been resolved
Interruptions to a service are referred to as an incident
An unplanned interruption to a service or reduction in the quality of a service
A method for overcoming a problem or limitation in a program or system
Answer explanation
An incident is defined as an unplanned interruption to a service or reduction in the quality of a service, making this the correct choice.
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