A customer calls the Service Desk and reports that the system is slow. He asks whether he can be given another PC like his colleague's, which is much faster. Which term is applicable to this situation?
A. Problem
B. Request for Change
C. Incident
D. Classification
One of Problem Management's tasks is to proactively prevent incidents. Which of the following is a Problem Management activity that can be categorized as being proactive?
A. making agreements with the customer using Service Level Agreements
B. analyzing reported incidents in order to make recommendations
C. employing more Problem Managers
D. delivering second-line support, should problems occur
Information is regularly exchanged between Problem Management and Change Management. What information is this?
A. Known Errors from Problem Management, on the basis of which Change Management can generate Requests for Change (RFCs)
B. RFCs resulting from Known Errors
C. RFCs from the Service Desk that Problem Management passes on to Change Management
D. RFCs from the users that Problem Management passes on to Change Management
Which ITIL process provides change proposals in order to eliminate structural errors?
A. Security Management
B. Problem Management
C. IT Service Continuity Management
D. Availability Management
What is meant by the urgency of an incident?
A. the degree to which the solution of an incident tolerates delay
B. the degree to which the incident gives rise to a deviation from the normal service level
C. the relative importance of the incidents when handling them
D. the time needed by IT Services to resolve the incident
Which of the following tasks is part of proactive Problem Management?
A. making a change to resolve a problem
B. analyzing trends
C. managing Known Errors
D. registering frequently occurring errors
Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?
A. Capacity Management
B. Change Management
C. Configuration Management
D. Financial Management for IT services
According to the Deming quality circle a number of steps must be performed repeatedly in order to ensure good performance. Which of the following answers specifies the correct sequence for these steps?
A. Plan - Do - Check - Act
B. Act - Check - Do - Plan
C. Do - Plan - Check - Act
D. Check - Plan - Act - Do
What does Mean Time To Repair (MTTR) mean?
A. average time between two consecutive incidents
B. average downtime of a service
C. average time of the breakdown-free period within a measured period
D. average uptime of a service
For what is Capacity Management responsible?
A. Security
B. Maintainability
C. Resource Management
D. Serviceability
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