Podcast
Questions and Answers
Which of the following is NOT a responsibility of Problem Management?
Which of the following is NOT a responsibility of Problem Management?
- C. Monitoring problems throughout their lifecycles (correct)
- B. Involvement during major incidents
- A. Managing the resolution of problems
- D. Error control
For which of the following activities is the Service Desk NOT responsible?
For which of the following activities is the Service Desk NOT responsible?
- B. Root cause identification (correct)
- A. Impact analysis
- D. Escalation
- C. Categorisation and prioritisation
Which of the following is NOT part of Capacity Management?
Which of the following is NOT part of Capacity Management?
- B. Demand Management
- C. Application sizing
- D. Maintainability (correct)
- A. Tuning
Which process is responsible for ensuring that the CMDB has been updated correctly after a software upgrade?
Which process is responsible for ensuring that the CMDB has been updated correctly after a software upgrade?
In which situation would an incident exceed the downtime agreed in the SLA?
In which situation would an incident exceed the downtime agreed in the SLA?
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.
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Description
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.
