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This flashcard set covers university-level micro-economics, focusing on problem management in IT service management. It delves into identifying, analyzing, and resolving problems, including activities like problem analysis, documenting workarounds, and managing known errors. The set also explores the relationship between problem management and incident management, emphasizing the reduction of incident likelihood and impact. Ideal for students and professionals in IT service management, this flashcard set provides a comprehensive understanding of problem management processes and their role in maintaining service quality.

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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

What is not 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

risk of failures

amount of interfaces

impact of incidents

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

Change control

Problem management

Service desk

Service catalogue management

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

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.

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

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

What is a "Problem"?

an error that originates from any of the four dimensions of service management

the cause of an incident

an unresolved change request

a change of state with a significant impact on a service

Which of the following statement ist not true in relation to "Problem Management":

Problems are the causes of incidents.

A Workaround is a problem that has been analysed but has not been resolved.

A part of problem identification activites is the detection of duplicate and recurring issues by users, service desk, and technical support staff.

Problem Management makes a significant contribution by preventing incident repetition and supporting timely incident resolution.

Which of the following is NOT a problem identification activity?

Performing trend analysis

Identification of potential permanent solution (wrong - error control)

Detection of duplicate and recurring issues

Analysing information received from suppliers and partners

Which of the following statements are true for problem management?

provides time critical solutions regardless of quality of long term solutions

the goal of problem management is to decrease the probability of occurence and impact of incidents

problem management is a synonym for incident management

problem management identifies actual and potential causes of incidents

Which statement(s) about workarounds is/are correct?

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents

Workarounds are a permanent solution for a problem or an incident

a workaround creates possibly more problems because an application is not used correct

Workarounds should not be used

To which practice are problem management activities very closely related?

Service Level Management

Incident Management

Service Request Management

Change Control

What is not part of problem management?

Problem Identification

Problem Control

Problem Solution

Error Control

Problem management is

concerned with the resolution of incidents

tasked with analyzing root causes and preventing Incidents from happening in the future

deals upon workarounds and known errors

positioned with the general management practices

closely related to ITILv3 definitions

Problem identification activities include:

increase resources to reduce possible thresholds

analyzing information received from suppliers and partners

enforce best practices to reduce incidents

performing trends analysis of incident records

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

Which of the following activities are part of the problem control?

problem analysis

documenting workarounds

documenting known errors

manage known errors

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