Podcast
Questions and Answers
How does 'incident management' practice set user expectations?
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?
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?
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?
What is the primary purpose of creating collaborative relationships with key suppliers?
How does aligning the organization's practices and services with changing business needs benefit the organization?
How does aligning the organization's practices and services with changing business needs benefit the organization?
'Incident management' practice focuses on which aspect of incident resolution?
'Incident management' practice focuses on which aspect of incident resolution?
What is the primary purpose of capturing information about service issues and performance against agreed goals?
What is the primary purpose of capturing information about service issues and performance against agreed goals?
In incident management, what is the correct name for a flaw in an application that could cause a service to fail?
In incident management, what is the correct name for a flaw in an application that could cause a service to fail?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which practice aims at creating closer, more collaborative relationships in service management?
Which practice aims at creating closer, more collaborative relationships in service management?
Which TWO are inputs to the service value system?
Which TWO are inputs to the service value system?
Which role would be MOST suitable for someone experienced in managing relationships with stakeholders like suppliers and business managers?
Which role would be MOST suitable for someone experienced in managing relationships with stakeholders like suppliers and business managers?
What is the main purpose of the 'outcomes' in delivering products to stakeholders?
What is the main purpose of the 'outcomes' in delivering products to stakeholders?
Which phase of problem management involves the regular reassessment of workarounds' effectiveness?
Which phase of problem management involves the regular reassessment of workarounds' effectiveness?
In the 'service value chain,' which activity specifically deals with purchasing new products?
In the 'service value chain,' which activity specifically deals with purchasing new products?
What is the aim of the 'continual improvement' practice?
What is the aim of the 'continual improvement' practice?
Which practice ensures that services consistently meet customer requirements?
Which practice ensures that services consistently meet customer requirements?
What does an outcome depend on to deliver a result?
What does an outcome depend on to deliver a result?
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.
