1. Which list includes information that would be collected when any incident is first logged? a. Unique reference number, escalation activity, incident priority b. Unique reference number, incident priority, description of symptoms c. Escalation activity, closure category, resolution date and time d. Closure category, description of symptoms, resolution date and time 2. A user notices a slow response while running a report, and contacts the Service desk for assistance. Which of the following indicates a satisfactory resolution to the incident? 1 - Second-line support runs diagnostics to be able to monitor the fault causing the slow response 2 - The Service desk uses the Known error database to provide a workaround to restore the service 3 - The Service desk takes control of the users machine remotely and shows the user how to run the report they were having difficulty with a. 1 and 2 b. 1 and 3 c. 2 and 3 d. 1 Only 3. A trend analysis of incident data indicates that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents? a. A presentation to the board of directors to explain the importance of Problem Management b. Implementation of the Problem Management process c. The selection of an appropriate tool to log all incident data more accurately d. The introduction of a single Service desk number so customers know who to contact 4. The daily batch run that handles the ordering of raw materials for the manufacturing process at company X has revealed some errors, and consequently messages have been received by the company. The cause of the errors could be an incorrect change in the software that involved extending the stock-number field by two positions. Considering that this change was also introduced to a program that is run monthly, that has not yet been run, this is a serious situation that requires correction quickly in order to avoid affecting the manufacturing process. What is the best possible solution to be adopted by Problem Management when handling the error? a. The errors are reported and, because the underlying cause is known, handled by Change Management IRM4728/104/0/2023 as a Request for Change with the status of urgent change b. The errors are reported as Problems at the Service desk and, because manufacturing is involved, are directly introduced as Changes c. The errors are reported as incidents to the Service desk and after some research they are identified as Known errors, which can then be changed d. The errors are reported as Incidents and a Problem is identified. After the cause of the error has been established and a temporary workaround found, it is labeled as a Known error that can be corrected by raising a Request for Change 5. Which of the following is the BEST example of a workaround? a. A technician installs a script to temporarily divert prints to an alternate printer until a permanent fix is applied b. A technician tries several approaches to solve an incident. One of them works, although they do not know why c. After reporting the incident to the Service desk, the user works on alternative tasks while the problem is identified and resolved d. A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the incident 6. Which of the following statements about incident reporting and logging is CORRECT? a. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted b. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff c. All calls to the Service desk must be logged as Incidents to assist in reporting Service desk activity d. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services 7. Which one of the following is the CORRECT sequence of activities for handling an incident? a. identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure b. prioritization, identification, logging, categorization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure c. identification, logging, initial diagnosis, categorization, prioritization, escalation, resolution and recovery, investigation and diagnosis, closure d. identification, initial diagnosis, investigation, logging, categorization, escalation, prioritization, resolution and recovery, closure 8. Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2. Check that the user is satisfied with the outcome a. 1 only IRM4728/104/0/2023 b. Both 1 and 2 c. 2 only d. Neither 1 nor 2 9. Which of these statements are examples of incidents? An Incident occurs when: 1 - A user is unable to access a service during service hours 2 - An authorized IT staff member is unable to access a service during service hours 3 - A redundant network segment fails, and the user is not aware of any disruption to service 4 - A user contacts the Service desk about slow performance of an application a. 1, 2, 3 and 4 b. 1 and 4 only c. 2 and 3 only d. 2 only 10. Which statement BEST represents the guidance on incident logging? a. Incidents must only be logged if a resolution is not immediately available b. Only incidents reported to the service desk can be logged c. All incidents must be fully logged d. The service desk decide which incidents to log 11. A failure has occurred on a system and is detected by a monitoring tool. This system supports a live IT service. When should an incident be raised? a. Only when users notice the failure b. No incident should be raised if the technicians have seen this before and have a workaround c. Only if the failure results in a service level being breached d. Immediately to limit or prevent impact on users 12. Which of the following is the BEST example of a workaround? a. A technician installs a script to temporarily divert prints to an alternate printer until a permanent fix is applied b. A technician tries several approaches to solve an incident. One of them works, although they do not know why c. After reporting the incident to the Service desk, the user works on alternative tasks while the problem is identified and resolved d. A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the incident IRM4728/104/0/2023 13. In which of these should details of a workaround be documented? a. The Service Level Agreement (SLA) b. The problem record c. The availability management information system d. The IT Service Plan 14. Which one of these is NOT a valid purpose or objective of problem management? a. To prevent problems and resultant incidents b. To manage problems throughout their lifecycle c. To restore service to a user d. To eliminate recurring incidents 15. Which are objectives of problem management? 1- Eliminate recurring incidents 2- Minimize the impact of incidents that cannot be prevented 3- Increase visibility and communication of incidents 4- Provide a trigger for the raising of incidents a. 1 and 2 b. 2 and 3 c. 3 and 4 d. 1 and 4 16. Which task is a problem management responsibility? a. To co-ordinate all modifications to the IT infrastructure b. To record incidents for later study c. To approve all modifications made to the Known Error database d. To identify user needs and modify the IT infrastructure based on such needs 17. Which of the following statements about problem management is/are CORRECT? 1. It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change management 2. It provides management information about the cost of resolving and preventing problems a. 1 only b. 2 only c. Both 1 and 2 d. Neither 1 nor 2 IRM4728/104/0/2023 18. Which of these statements is CORRECT? a. The Configuration Management System (CMS) is part of the Configuration Management Database (CMDB) b. The Configuration Management System (CMS) is part of the Known Error Database (KEDB) c. The Service Knowledge Management System (SKMS) is part of the CMS d. The Known Error Database (KEDB) and the CMS form part of the SKMS 19. Which one of these statements about known error database (KEDB) is MOST correct? a. The KEDB is the same database as the service knowledge management system (SKMS) b. The KEDB should be used during the incident diagnosis phase to try to speed up the resolution process c. Care should be taken to avoid duplication of records in the KEDB. This can be done by giving access to as many technicians as possible to create new records d. Access to the KEDB should be limited to the Service Desk 20. The knowledge management process maintains and updates a tool used for knowledge management. What is this system called? a. The service management tool b. The knowledge configuration system c. The service knowledge management system d. The service management database