1. ITIL® OSA - Operational Support and Analysis

Problem Management: Introduction and Process Activities von IT Training Zone

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Über den Vortrag

Der Vortrag „Problem Management: Introduction and Process Activities“ von IT Training Zone ist Bestandteil des Kurses „ITIL® OSA - Operational Support and Analysis “. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • Lesson Contents
  • Purpose, Objectives
  • Exercise - Value
  • Process Steps
  • Categorisation and Prioritisation
  • Workarounds
  • Resolution and Closure

Quiz zum Vortrag

  1. The unknown cause of one or more incidents
  2. An unplanned interruption to service or reduction in the quality of service
  3. Something that has significance for the management of a service
  4. An item which requires management in order to support an IT service
  1. To prevent incidents from occurring
  2. To restore normal service as quickly as possible
  3. To manage configuration items in a single database
  4. To manage notifications of service failure
  1. Authorizing the changes to fix underlying problems
  2. Prevent problems and resulting incidents from happening
  3. Eliminate recurring incidents
  4. Minimize the impact of incidents that cannot be prevented
  1. Problem Management’s purpose is to manage problems throughout their lifecycle
  2. Problem Management should detect problems, and manage them to a resolution
  3. Neither
  1. Release of resolutions into the live environment
  2. Maintaining information about problems, resolutions and workarounds
  3. Activities relating to the diagnosis of root cause
  4. Ensuring resolutions are implemented through the appropriate processes
  1. Reactive and Proactive Management
  2. Business, Service and Component Management
  3. Operational and Application Management
  4. Demand and Cost Management
  1. Authorise changes that are associated to problems
  2. Track problems separately from incidents
  3. Manage problem records in an appropriate system
  4. Manage problems with consistent prioritisation
  1. Identifying an agreed approach to understanding underlying causes
  2. Identifying incidents which need to be controlled
  3. Management of the authorisation of problems
  4. Management of changes to the infrastructure
  1. Incidents are unplanned interruptions to service
  2. Problems are the underlying cause of incidents
  3. Neither
  1. Executed as part of Service Operation, in response to the need to identify root cause of incidents
  2. Management of incidents in a major disaster
  3. Initiated in Service Operation, but driven as part of Continual Service Improvement to identify where preventative measures can be employed
  4. Restoring normal service as quickly as possible
  1. Detect the problem
  2. Identification of incidents
  3. Categorise the incident and problem
  4. Log the problem based on incident information
  1. To ensure suitable control and escalation of the issue
  2. To ensure that users are assured of a first time fix
  3. To ensure that all problems are recorded as changes
  4. To ensure the impact of problems can be linked to changes
  1. Problem Management should ensure that problem records are linked to the associated incident records
  2. All problem records will trigger Requests For Change
  3. Neither
  1. Problems should be categorised using the same approach as Incident Management
  2. Problems should not be categorised as this leads to incorrect assumptions
  3. Problems should be categorised according to the business service they affect
  4. Problems should be categorised to match the Service Portfolio
  1. Configuration Management System and Known Error Database
  2. Service Portfolio and Availability Management Information System
  3. Service Catalogue and Known Error Database
  4. Service Portfolio and Service Catalogue
  1. A temporary way of overcoming the difficulties
  2. The restoration of service by a change
  3. An incident that has an identified root cause
  4. A problem that has an associated RFC
  1. As soon in the problem process as it is useful to do so
  2. When the incident is raised
  3. As soon as the problem is raised
  4. Only after the RFC has been implemented to fix the root cause
  1. Cost may be a factor in deciding whether or not to implement a fix for the problem
  2. There is no justification for capturing financial information about problems
  3. Only by understanding the cost can you identify the root cause of an incident
  4. Incident Management can only link to problems that have a cost justification
  1. Only major problems are likely to be reviewed for improvement lessons
  2. All problems should be subject to a review no matter how severe the impact
  3. Neither

Dozent des Vortrages Problem Management: Introduction and Process Activities

IT Training Zone

IT Training Zone

IT Training Zone is a privately owned company which concentrates on the global delivery of fully accredited online ITIL training. They offer precisely managed course production and delivery and provide flexible, anytime / anyplace access to accredited courseware - backed by knowledgeable and friendly ITIL Expert tutors and support staff.

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