ITIL Problem Management Quiz
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Questions and Answers

How does 'incident management' practice set user expectations?

  • By agreeing, and communicating target resolution times (correct)
  • By using collaboration tools to communicate effectively
  • By automated matching of incidents to known errors
  • By assigning resources to ensure that all incidents are resolved as quickly as possible

    • What is a user in the context provided?

  • The role that defines the requirements for a service
  • The role that authorizes budget for service consumption
  • The role that directs and controls an organization
  • The role that uses services (correct)

    • How do 'continual improvement registers' help to create value?

  • By making improvements visible (correct)
  • By assigning change authorities for change requests
  • By documenting all improvement ideas in a single place
  • By monitoring achievement against service level targets

    • What is the primary purpose of creating collaborative relationships with key suppliers?

    <p>Realizing new value through partnerships</p> Signup and view all the answers

    How does aligning the organization's practices and services with changing business needs benefit the organization?

    <p>By enhancing service provider and consumer value co-creation</p> Signup and view all the answers

    'Incident management' practice focuses on which aspect of incident resolution?

    <p>Agreeing upon incident resolution times</p> Signup and view all the answers

    What is the primary purpose of capturing information about service issues and performance against agreed goals?

    <p>To ensure continual improvement of services</p> Signup and view all the answers

    In incident management, what is the correct name for a flaw in an application that could cause a service to fail?

    <p>Problem</p> Signup and view all the answers

    Which value chain activity ensures that ongoing service activity meets user expectations?

    <p>Deliver and support</p> Signup and view all the answers

    Which practice aims at creating closer, more collaborative relationships in service management?

    <p>Supplier management</p> Signup and view all the answers

    Which TWO are inputs to the service value system?

    <p>Demand and Opportunity</p> Signup and view all the answers

    Which role would be MOST suitable for someone experienced in managing relationships with stakeholders like suppliers and business managers?

    <p>Supplier relationship manager</p> Signup and view all the answers

    What is the main purpose of the 'outcomes' in delivering products to stakeholders?

    <p>Ensuring products meet customer needs</p> Signup and view all the answers

    Which phase of problem management involves the regular reassessment of workarounds' effectiveness?

    <p>Error control</p> Signup and view all the answers

    In the 'service value chain,' which activity specifically deals with purchasing new products?

    <p>Obtain/build</p> Signup and view all the answers

    What is the aim of the 'continual improvement' practice?

    <p>Aligning practices with changing business needs</p> Signup and view all the answers

    Which practice ensures that services consistently meet customer requirements?

    <p>Service level management</p> Signup and view all the answers

    What does an outcome depend on to deliver a result?

    <p>Ensuring outputs meet stakeholder needs</p> Signup and view all the answers

    Study Notes

    Outcomes

    • Outcomes enable products to be delivered to stakeholders
    • An outcome defines the amount of money spent on technology for a service
    • Outcomes provide assurance to stakeholders on how a service performs

    Problem Management

    • The problem control phase includes the regular re-assessment of the effectiveness of workarounds

    Service Value Chain

    • The engage activity deals with the purchase of new products
    • The improve activity aligns the organization's practices and services with changing business needs
    • The deliver and support activity ensures that ongoing service activity meets user expectations

    Continual Improvement

    • The purpose of the continual improvement practice includes aligning the organization's practices and services with changing business needs
    • Continual improvement registers help to create value by making improvements visible

    Incident Management

    • The incident management practice sets user expectations by agreeing and communicating target resolution times

    Users and Roles

    • A user is the role that uses services
    • A user is not the role that defines the requirements for a service, directs and controls an organization, or authorizes budget for service consumption

    Value Chain Activities

    • The value chain activities collect information about service consumer goals and objectives
    • The value chain activities capture information about service issues and performance against agreed goals

    Flaws and Errors

    • A flaw in an application could cause a service to fail, and is also known as a problem

    Supplier Management

    • The supplier management practice's purpose includes creating closer, more collaborative relationships

    Service Value System

    • Demand and opportunity are inputs to the service value system

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    Description

    Test your knowledge on ITIL Problem Management with this quiz question about the phase that involves regular reassessment of workarounds. Select the correct answer and assess your understanding of problem management phases.

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