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Examen Prueba ITIL V3
Examen Prueba ITIL V3
Change Management
Configuration Management
Incident Management
Problem Management
Change Management
Configuration Management
Incident Management
Service Level Management
Change Management
Configuration Management
Problem Management
Release Management
Availability Management
IT Service Continuity Management
Service Level Management
Service Management
Availability
Integrity
Stability
Confidentiality
Availability Management
Capacity Management
Change Management
Incident Management
The question is: reported that is not the same as which process will
solve the problem. Events that are causing or could cause a reduced
quality of the service are reported to Incident Management.
12 For which purpose does Service Level Management use data from the
Service Desk's incident registration?
Application Management
Capacity Management
Computer Operations Management
Release Management
Budgeting
Charging
Procuring
Pricing
when using a specific application. This causes the connection with the
network to be broken.
Which ITIL process is responsible for tracing the cause?
A.
B.
C.
D.
Availability Management
Incident Management
Problem Management
Release Management
formal escalation
functional escalation
hierarchical escalation
operational escalation
Application Sizing
Vulnerability
Maintainability
Resilience
Availability Management
Capacity Management
IT Service Continuity Management
Service Level Management
PC Solution Team;
Service Desk;
Service Desk
both Solution Teams
Specialists
B. first-line
second-line
third-line
fourth-line
Service Desk
PC Solution Team
Network Solution Team
Specialists
C. first-line
second-line
third-line
Service Desk
both Solutions Teams
Specialists
25 The management of ABC Inc. has insisted that each request for a new
workstation installation be handled with optimum efficiency and
effectiveness.
Change Management
Customer Liaison
Problem Management
Service Level Management
In the sequence of things, what should happen after the Known Error
has been declared?
A. All incidents must be resolved as quickly as possible.
B. The error must be resolved using a change.
C. The error must be included in the Configuration Management
Database (CMDB).
D. The problem must be identified.
A is wrong: Although this is a very true statement, it is not next in the
sequence of things. One might argue that after A Known Error is
defined, possibly we know some workarounds or fixes for outstanding
Incidents. And of course those have to be resolved ASAP. But it is not
the most correct answer.
C is wrong. One might argue that as soon as a Known Error is
identified it should be registered in the CMDB, together with
workarounds or fixes, because that way Incidents might be resolved
more quickly. But it is not the most correct answer.
D is wrong: That step is already done. After a Problem is identified we
start looking for the root cause. When the root cause is found, the
Problem becomes a Known Error
After a Known Error is identified, PM starts the Error Control activity,
which will take away (resolve the error) by initiating a change.
Application Management
Incident Management
Problem Management
Release Management
Availability Management
Capacity Management
IT Service Continuity Management
Service Level Management
Capacity Management
Change Management
Availability Management
Problem Management