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Stufe Universität
Erstellt / Aktualisiert 02.11.2020 / 02.11.2020
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0 Exakte Antworten 0 Text Antworten 18 Multiple Choice Antworten
Fenster schliessen

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

performing trend analysis of incident records

analyzings information received from suppliers and partners

documenting known errors

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

Fenster schliessen

What is not part of problem management?

Problem Identification

Problem Control

Problem Solution

Error Control

Fenster schliessen

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

risk of failures

amount of interfaces

impact of incidents

Fenster schliessen

Which activity captures the demand for incident resolution and service requests?

Change control

Problem management

Service desk

Service catalogue management

Fenster schliessen

Why do Problems require investigation and analysis in Problem Management? 

to identify causes

to develop workaround

to recommend longer term resolution

to reduce the number and impact of future incidents

Fenster schliessen

What is the difference between problem and a known error?

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

There is no difference.

Problems become known errors after they are resolved.

Known Errors are problems reported by an incident management system.

Fenster schliessen

Workarounds …

are a solution which reduce or eliminate the impact of an incident or problem for which a full resolution is not yet available

sometimes reduce the likelihood of incidents

are a solution which eliminate the need for a full resolution

are a solution which reduce or eliminate the impact of an incident or problem for which a full resolution is available

Fenster schliessen

Which of the following statements are true regarding problem management?

the purpose is to minimize the negative impact and to restoring normal service operation as quickly as possible

The purpose is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

Problem management activities are very closely related to incident management

Problem Management is another name for Incident Management