CIS 500 Week 7 uCertify Assessment 11 Chapter 10
Which of the following is an input to the Problem Management process?
Which of the following is an activity of Proactive Problem Management?
Which of the following corrects the underlying root causes by using a process called Root Cause Analysis (RCA)?
Which of the following is the sub process of Problem Management?
Which of the following minimizes the number and severity of incidents and problems on the business?
Which of the following is the basis of the ITIL approach to Service Management?
Which of the following processes is responsible for tracing the underlying cause of errors?
Which of the following sequences is used to deal with a problem?
Which of the following tasks is performed by Problem Management?
Which of the following statements best describes a Problem?
Which of the following is an illustration of Proactive Problem management?
Which ITIL process is related with a Post Implementation Review?
Which process will on a regular basis evaluate incident data to identify discernable trends?
What are the two major processes in Problem Management?
Which of the following is an input to the Problem Management process?
Which of the following is NOT a main Problem Review check?
Which of the following tasks is a Problem Management responsibility?
Which of the following is a resolution process?
Which of the following takes possession for an incident and behaves as the primary level of escalation?
Which of the following restores agreed service to the business as quickly as possible?
Which of the following is required by Major Incidents?
Which of the following data is least expected to be used in the Incident Control Process?
At what point does an Incident turn in to a problem?
Which of the following activities is used to take place after recording and registering an incident?
Which of the following is the first step to register an incident?
Which of the following statements is used to define the best guidance on incident logging?
Who is the owner of Request Fulfillment?
Which of the following conditions is identified by successful diagnosis of the root cause of a problem?
Which of the following is responsible for resolving the Known Errors?
Which of the following processes contains the Performance and Resource Managements?
Which of the following is NOT a task of Capacity Management?
Which of the following is NOT a Capacity Management activity?
What does KEDB stand for?
Which of the following is the primary objective of error control?
At what time a known error can be identified?
Which process is liable for recording, controlling, and reporting on versions, attributes, and relationships about components of the IT infrastructure?
Which of the following is the FIRST STEP in the 7 Step Improvement Process?
Which is the best description of an incident?
When should an incident be closed?
Which of the following is not a satisfactory resolution to an incident?
Incident management aims to restore normal service operation as quickly as possible. How is normal service operation defined?
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?
Which incidents should be logged?
What factors should be taken into consideration when assessing the priority of an incident?
What of the following are types of incident escalation defined by ITIL?
1. Hierarchical
2. Management
3. Functional
4. Technical
What is the best definition of a problem?
Problem management can produce which of the following?
1. Known errors
2. Workarounds
3. Resolutions
4. RFCs
In the ITIL guidance on incident management, what is one of the key purposes of the incident management process?
Problem management is an important process in the service operation lifecycle stage. How does the process define a problem?
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