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Pablo Garcia

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Pablo Garcia

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Diese Lernkarten behandeln fortgeschrittene Themen der IT-Service-Management-Praktiken auf Universitätsniveau, mit Fokus auf Service-Request-Management, Incident-Management, Problem-Management und Monitoring. Sie decken Schlüsselkonzepte wie die Unterschiede zwischen Service-Request- und Incident-Management, die Bedeutung von Empathie im Service Desk, sowie die Rolle von Monitoring und Event Management bei der frühzeitigen Erkennung von Vorfällen ab. Praktiker im IT-Service-Management profitieren von diesen Karteikarten, da sie ihnen helfen, die Effizienz und Qualität ihrer Dienstleistungen zu verbessern, indem sie standardisierte Modelle und bewährte Verfahren anwenden.

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123

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Sprache

Deutsch

Kategorie

Informatik

Stufe

Universität

Erstellt / Aktualisiert

05.09.2025 / 08.09.2025

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A MEM responsibility to enable reliable detection is to ensure availability of which elements?

Only HR systems

Monitoring tools and necessary network/connectivity

Only change calendars

Only supplier portals

Only ticket dashboards

Only HR systems

Monitoring tools and necessary network/connectivity

Only change calendars

Only supplier portals

Only ticket dashboards

Automating action registration in IM is recommended to primarily achieve…

Accurate, shareable timelines and reduced manual overhead

Zero incidents per quarter

Budget approvals for tooling

Removal of all human roles

CMDB schema redesign

Accurate, shareable timelines and reduced manual overhead

Zero incidents per quarter

Budget approvals for tooling

Removal of all human roles

CMDB schema redesign

An additional indicator of early detection effectiveness is the percentage of incidents that are…

Detected via monitoring and event management

Opened by executive leadership

Closed without action

Converted to projects

Reassigned over five times

Detected via monitoring and event management

Opened by executive leadership

Closed without action

Converted to projects

Reassigned over five times

“Familiarity” as a channel trait suggests choosing channels that are…

Commonly used by users (e.g., email, chat, social platforms), adapted for support

Obscure and proprietary

Voice-only

Email-only

Portal-only in one language

Commonly used by users (e.g., email, chat, social platforms), adapted for support

Obscure and proprietary

Voice-only

Email-only

Portal-only in one language

Which is TRUE regarding workarounds for problems vs incidents in MSF?

Problem workarounds reduce likelihood of incidents; incident workarounds reduce impact

Both remove the underlying error

Both are permanent fixes

Neither should be documented

Problem workarounds are prohibited

Problem workarounds reduce likelihood of incidents; incident workarounds reduce impact

Both remove the underlying error

Both are permanent fixes

Neither should be documented

Problem workarounds are prohibited

A second PSF of the Service Desk practice is enabling the effective integration of user communications into…

Value streams so downstream practices receive the right information

HR performance reviews

Finance budget cycles

Compliance-only processes

Facilities maintenance workflows

Value streams so downstream practices receive the right information

HR performance reviews

Finance budget cycles

Compliance-only processes

Facilities maintenance workflows

What is the primary purpose of the Incident Management practice?

To prevent all incidents from occurring

To minimize negative impact by restoring normal service operation quickly

To design new services according to business requirements

To define SLAs with customers

To review supplier performance

To prevent all incidents from occurring

To minimize negative impact by restoring normal service operation quickly

To design new services according to business requirements

To define SLAs with customers

To review supplier performance

Which practice primarily enables early detection of incidents?

Monitoring and Event Management

Service Request Management

Problem Management

Knowledge Management

Change Enablement

Monitoring and Event Management

Service Request Management

Problem Management

Knowledge Management

Change Enablement

In which step of the incident handling process does the service desk agent confirm a user query refers to an incident?

Incident detection

Incident classification

Incident registration

Incident diagnosis

Incident closure

Incident detection

Incident classification

Incident registration

Incident diagnosis

Incident closure

What is a key characteristic of a major incident?

It only affects a single user but is urgent

It has significant business impact or high complexity

It can always be solved with a workaround

It is always detected automatically

It never requires communication to stakeholders

It only affects a single user but is urgent

It has significant business impact or high complexity

It can always be solved with a workaround

It is always detected automatically

It never requires communication to stakeholders

Which technique is recommended for handling complex, unknown incidents?

Tiered escalation

Applying a standard incident model

Swarming and safe-to-fail experiments

Immediate closure without investigation

Ignoring until more users are affected

Tiered escalation

Applying a standard incident model

Swarming and safe-to-fail experiments

Immediate closure without investigation

Ignoring until more users are affected

What is the purpose of the Service Desk practice?

To reduce the likelihood of incidents

To approve all changes before deployment

To act as a single point of contact for incidents and service requests

To design new service architectures

To manage supplier contracts

To reduce the likelihood of incidents

To approve all changes before deployment

To act as a single point of contact for incidents and service requests

To design new service architectures

To manage supplier contracts

Which of the following is NOT a characteristic of a convenient communication channel at the service desk?

Accessibility

Integration

Assurance

Profitability

Contextual intelligence

Accessibility

Integration

Assurance

Profitability

Contextual intelligence

Why is empathy critical for service desk staff?

It improves user satisfaction and strengthens service relationships

It allows agents to ignore user needs

It guarantees incidents will not recur

It eliminates the need for automation

It reduces SLAs to zero

It improves user satisfaction and strengthens service relationships

It allows agents to ignore user needs

It guarantees incidents will not recur

It eliminates the need for automation

It reduces SLAs to zero

What is the purpose of Monitoring and Event Management?

To support normal operation by observing, analyzing, and responding to changes of state

To design new services for business value

To negotiate SLAs with customers

To automate financial reporting

To manage HR service requests

To support normal operation by observing, analyzing, and responding to changes of state

To design new services for business value

To negotiate SLAs with customers

To automate financial reporting

To manage HR service requests

Why is correlation important in event management?

It reduces noise and links related signals to detect meaningful conditions

It guarantees every event is critical

It eliminates the need for monitoring tools

It replaces SLAs entirely

It removes the need for reporting

It reduces noise and links related signals to detect meaningful conditions

It guarantees every event is critical

It eliminates the need for monitoring tools

It replaces SLAs entirely

It removes the need for reporting

What is the purpose of the Problem Management practice?

To minimize incident duration

To reduce the likelihood and impact of incidents by identifying causes and managing workarounds and known errors

To approve all service requests

To monitor user satisfaction continuously

To negotiate contracts with vendors

To minimize incident duration

To reduce the likelihood and impact of incidents by identifying causes and managing workarounds and known errors

To approve all service requests

To monitor user satisfaction continuously

To negotiate contracts with vendors

What is a known error in ITIL terms?

Any unresolved incident

A problem that has been analyzed and has a documented root cause and/or workaround

A supplier contract breach

Any event logged in monitoring tools

A major incident

Any unresolved incident

A problem that has been analyzed and has a documented root cause and/or workaround

A supplier contract breach

Any event logged in monitoring tools

A major incident

What is the purpose of the Service Request Management practice?

To support agreed service quality by handling all predefined, user-initiated service requests effectively

To handle unexpected service interruptions

To reduce the likelihood of incidents

To approve every change request

To deploy infrastructure updates

To support agreed service quality by handling all predefined, user-initiated service requests effectively

To handle unexpected service interruptions

To reduce the likelihood of incidents

To approve every change request

To deploy infrastructure updates

How does Service Request Management differ from Incident Management?

SRM fulfils predefined requests, while Incident Management restores service after disruptions

SRM resolves root causes, Incident Management avoids requests

They are identical practices

SRM only applies to infrastructure failures

Incident Management is always automated, SRM never is

SRM fulfils predefined requests, while Incident Management restores service after disruptions

SRM resolves root causes, Incident Management avoids requests

They are identical practices

SRM only applies to infrastructure failures

Incident Management is always automated, SRM never is

Primary purpose of Incident Management?

To eliminate all root causes permanently

Minimize negative impact by restoring normal service operation quickly

To negotiate SLAs with customers

To prioritize projects over operations

To approve all infrastructure changes

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

To eliminate all root causes permanently

Minimize negative impact by restoring normal service operation quickly

To negotiate SLAs with customers

To prioritize projects over operations

To approve all infrastructure changes

If users perceive abnormal service but no SLA breach exists, what should be done?

Wait until an SLA breach occurs

Escalate directly to change enablement

Close as “request for information”

Log as a problem only

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

Wait until an SLA breach occurs

Escalate directly to change enablement

Close as “request for information”

Log as a problem only

An SLA is breached but no users reported an issue. Correct action?

Do nothing until users complain

Open a service request

Only notify supplier management

Classify as known error immediately

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

Do nothing until users complain

Open a service request

Only notify supplier management

Classify as known error immediately

A CI underperforms versus technical spec but SLA not yet impacted. What next?

Treat as a routine change

Ignore since SLA is fine

Log as a service request

Immediately initiate a major incident bridge

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

Treat as a routine change

Ignore since SLA is fine

Log as a service request

Immediately initiate a major incident bridge

Which best characterizes a major incident?

High business impact and/or high complexity requiring special handling

Any ticket escalated to L3

Any P3 incident lasting over 2 hours

Only incidents affecting external customers

Only incidents detected by monitoring

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

High business impact and/or high complexity requiring special handling

Any ticket escalated to L3

Any P3 incident lasting over 2 hours

Only incidents affecting external customers

Only incidents detected by monitoring

Swarming is most appropriate when the incident is…

Clear and well-known with a standard model

Complex or of unknown nature, needing rapid joint diagnosis

Already resolved by self-healing

A routine service request

An SLA review item

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

Clear and well-known with a standard model

Complex or of unknown nature, needing rapid joint diagnosis

Already resolved by self-healing

A routine service request

An SLA review item

A workaround in Incident Management primarily aims to…

Reduce or eliminate business impact without necessarily fixing the fault

Provide a permanent fix to the root cause

Bypass Problem Management entirely

Update SLAs with higher targets

Replace the need for incident models

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

Reduce or eliminate business impact without necessarily fixing the fault

Provide a permanent fix to the root cause

Bypass Problem Management entirely

Update SLAs with higher targets

Replace the need for incident models

Which is a Practice Success Factor (PSF) in Incident Management?

Detecting incidents early

Approving budget requests

Defining service portfolios

Contracting suppliers

Authorizing changes

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

Detecting incidents early

Approving budget requests

Defining service portfolios

Contracting suppliers

Authorizing changes

Main practice enabling early incident detection?

Monitoring and Event Management

Service Level Management

Information Security Management

Deployment Management

Release Management

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

Monitoring and Event Management

Service Level Management

Information Security Management

Deployment Management

Release Management

In the Cynefin framing of incidents, clear situations are best handled by…

Predefined procedures and incident models, often automated

Free-form experiments without constraints

Budget re-planning workshops

Only supplier-driven actions

Immediate problem closure

Tastatur-Befehle:

= drehen,

= vor-/rückwärts,

= scrollen

Predefined procedures and incident models, often automated

Free-form experiments without constraints

Budget re-planning workshops

Only supplier-driven actions

Immediate problem closure

When is prioritization needed for incidents within teams?

Only when there is a resource conflict

Always, even if resources are idle

Never, prioritization is anti-Lean

Only for user-reported incidents

Only for events auto-registered

Only when there is a resource conflict

Always, even if resources are idle

Never, prioritization is anti-Lean

Only for user-reported incidents

Only for events auto-registered

Where should incidents await assignment in a team’s work system?

In a single backlog together with other tasks

In separate backlogs per priority

Only in the service desk queue

In email threads

In ad-hoc spreadsheets per engineer

In a single backlog together with other tasks

In separate backlogs per priority

Only in the service desk queue

In email threads

In ad-hoc spreadsheets per engineer

Which activity comes first in the incident handling and resolution process?

Incident detection

Incident diagnosis

Incident closure

Periodic review

Change enablement

Incident detection

Incident diagnosis

Incident closure

Periodic review

Change enablement

A key metric for “detecting incidents early” is…

Time between occurrence and detection

Number of RFCs approved

Defect density in new code

Supplier invoice accuracy

MTBF of new hardware only

Time between occurrence and detection

Number of RFCs approved

Defect density in new code

Supplier invoice accuracy

MTBF of new hardware only

LACMT “T” competency refers to which capability for an incident-related role?

Technical expert (subject-matter expertise)

Team budgeting oversight

Talent acquisition

Target setting for sales

Third-party contracting authority

Technical expert (subject-matter expertise)

Team budgeting oversight

Talent acquisition

Target setting for sales

Third-party contracting authority

Which information item is MOST critical to capture at incident registration?

The annual depreciation value of the CI

Symptoms, affected service/CI, observed time, last known good

The project code of the reporter

Supplier DUNS number

Hardware purchase order number

The annual depreciation value of the CI

Symptoms, affected service/CI, observed time, last known good

The project code of the reporter

Supplier DUNS number

Hardware purchase order number

A recommended automation design principle for Incident Management tools is to…

Design for the end-to-end value stream, not a single practice

Use one identical workflow for all incident sources

Ignore reporting until maturity stage 4

Forbid cross-team collaboration

Avoid integrating knowledge capability

Design for the end-to-end value stream, not a single practice

Use one identical workflow for all incident sources

Ignore reporting until maturity stage 4

Forbid cross-team collaboration

Avoid integrating knowledge capability

How should third parties be reflected in incident handling?

In incident models with clear integration and collaboration rules

Excluded to keep accountability internal

Given unilateral authority to close all incidents

Engaged only after SLA breach

Handled solely via supplier invoices

In incident models with clear integration and collaboration rules

Excluded to keep accountability internal

Given unilateral authority to close all incidents

Engaged only after SLA breach

Handled solely via supplier invoices

Main purpose of the Service Desk practice in MSF context?

Single point of contact capturing demand for incidents and requests

Approving changes on behalf of CAB

Owning the CMDB schema

Owning product roadmaps

Issuing financial invoices to customers

Single point of contact capturing demand for incidents and requests

Approving changes on behalf of CAB

Owning the CMDB schema

Owning product roadmaps

Issuing financial invoices to customers

A key benefit of Service Desk for service consumers is…

Clear, convenient interfaces that reduce miscommunication

Guaranteed 24/7 on-site support

Automatic root cause removal

Faster software development velocity

Elimination of all escalations

Clear, convenient interfaces that reduce miscommunication

Guaranteed 24/7 on-site support

Automatic root cause removal

Faster software development velocity

Elimination of all escalations

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Lernkarten

What is a known error in ITIL terms?

Any unresolved incident

A problem that has been analyzed and has a documented root cause and/or workaround

A supplier contract breach

Any event logged in monitoring tools

A major incident

What is the purpose of the Service Request Management practice?

To support agreed service quality by handling all predefined, user-initiated service requests effectively

To handle unexpected service interruptions

To reduce the likelihood of incidents

To approve every change request

To deploy infrastructure updates

How does Service Request Management differ from Incident Management?

SRM fulfils predefined requests, while Incident Management restores service after disruptions

SRM resolves root causes, Incident Management avoids requests

They are identical practices

SRM only applies to infrastructure failures

Incident Management is always automated, SRM never is

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