5 Questions
Which of the following is NOT a responsibility of Problem Management?
C. Monitoring problems throughout their lifecycles
For which of the following activities is the Service Desk NOT responsible?
B. Root cause identification
Which of the following is NOT part of Capacity Management?
D. Maintainability
Which process is responsible for ensuring that the CMDB has been updated correctly after a software upgrade?
C. Configuration Management
In which situation would an incident exceed the downtime agreed in the SLA?
B. The incident requires additional time to resolve
Study Notes
IT Service Management Responsibilities
- Problem Management is NOT responsible for resolving incidents.
Service Desk Responsibilities
- The Service Desk is NOT responsible for resolving the root cause of incidents.
Capacity Management
- Capacity Management is NOT concerned with resolving incidents or managing changes.
Configuration Management
- The Change Management process is responsible for ensuring that the CMDB has been updated correctly after a software upgrade.
Incident Management
- An incident exceeds the downtime agreed in the SLA when the downtime exceeds the agreed time.
This quiz tests your knowledge on various aspects of problem management and the role of the service desk. Answer questions on topics such as the involvement of problem management during major incidents, the responsibilities of problem management, and the activities performed by the service desk.
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