Itil4 Problem Management

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Kartei Details

Karten	17
Sprache	Deutsch
Kategorie	Technik
Stufe	Universität
Erstellt / Aktualisiert	01.11.2020 / 21.12.2023
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Flip-Modus

Which of the following is NOT an activity of problem identification?

Performing trend analysis of incident records

Analyzing information received from suppliers and partners

Documenting known errors

Detection of duplicate and recurring issues by users, service desk, and technical support

What is not a part of problem management?

Problem Identification

Problem Control

Problem Solution

Error Control

What should be reduced by identifying actual and potential causes of incidents, and managing workarounds and known errors regarding the purpose of Problem Management?

likelihood of incidents

risks of failures

amount of interfaces

impact of incidents

What should be reduced by identifying actual and potential causes of incidents, and managing workarounds and known errors regarding the purpose of Problem Management?

Change control

Problem management

Service desk

Service catalogue management

Why do Problems require investigation and analysis in Problem Management?

to identify causes

to develop workarounds

to recommend longer term resolutions

to reduce the number and impact of future incidents

Why do Problems require investigation and analysis in Problem Management?

A problem is a cause of one or more incidents, if that is analysed it becomes a known error.

There is no difference.