ITIL Management Practices 2 (Gunakan NIM sebagai Username)

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.

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.

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.

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.

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.

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.

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.

What does ‘change control’ PRIMARILY focus on?

• Changes to service levels

• Changes to products and services

• Changes to skills and competencies

• Changes to organizational structure

Answer explanation

Change control primarily focuses on changes to products and services.

What is a definition of a change?

• The addition, modification, or removal of anything that could have a direct or indirect effect on services

• Any change of state that is significant for a service or product or related configuration item

• Any change that has significance for the management of a service or other additions, removals, and modifications

• Any change of state for configuration items that correlates risks and issues to the service and service management processes

Answer explanation

The correct definition of a change is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

What is a definition of an event?

• Any change of state for CIs that correlates risks and issues to the service and service management processes

• Any change of state that has significance for the management of a service or other CI

• Any change of state that triggers changes to the other operational processes

• Any change of state that is significant for a service or product or related CI

Answer explanation

The correct definition of an event is any change of state that has significance for the management of a service or other CI.