Review Questions

You can find the answers in Appendix A.

1. Which is the best description of an incident?

A. An event that has significance and impacts the service

B. An unplanned interruption to an IT service or reduction in the quality of an IT service

C. A fault that causes failures in the IT infrastructure

D. A user error

2. When should an incident be closed?

A. When the technical staff members are confident that it will not recur

B. When desktop support staff members say that the incident is over

C. When the user confirms that the service has been restored

D. When the target resolution time is reached

3. Which of the following is not a satisfactory resolution to an incident?

A. A user complains of poor response; a reboot speeds up the response.

B. A user complains of poor response; second-line support runs diagnostics to be able to monitor it the next time it occurs.

C. The service desk uses the KEDB to provide a workaround to restore the service.

D. The service desk takes control of the user’s machine remotely and shows the user how to run the report they were having difficulty with.

4. Incident management aims to restore normal service operation as quickly as possible. How is normal service operation defined?

A. It is the level of service that the user requires.

B. It is the level of service that the technical management staff members say is reasonable.

C. It is the level of service defined in the SLA.

D. It is the level of service that IT believes is optimal.

5. A service management tool has the ability to store templates for common incidents that define the steps to be taken to resolve the fault. What are these called?

A. Major incidents

B. Minor incidents

C. Incident models

D. Incident categories

6. Which incidents should be logged?

A. Major incidents

B. All incidents that resulted from a user contacting the service desk

C. Minor incidents

D. All incidents

7. What factors should be taken into consideration when assessing the priority of an incident?

A. Impact and cost

B. Impact and urgency

C. Urgency and severity

D. Severity and cost

8. What of the following are types of incident escalation defined by ITIL?

1. Hierarchical

2. Management

3. Functional

4. Technical

9. What is the best definition of a problem?

A. An incident that the service desk does not know how to fix

B. The result of a failed change

C. The cause of one or more incidents

D. A fault that will require a change to resolve

10. Problem management can produce which of the following?

1. Known errors

2. Workarounds

3. Resolutions

4. RFCs