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Flashcards	18
Language	English
Category	Micro-Economics
Level	University
Created / Updated	02.11.2020 / 02.11.2020
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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

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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.

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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

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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

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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

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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

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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

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Problem Identification

Problem Control

Problem Solution

Error Control

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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problem analysis

documenting workarounds

documenting known errors

manage known errors

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