Problem Management Process Audit

1.

1 point

Where should be the details of a Workaround always be documented?

Known Error Database

With the SM

Incident Operating Procedures (IOP)

The Problem Record

2.

1 point

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Prioritization

Logging

Categorization

Closure

3.

1 point

For an Incident ticket that is linked with a Problem ticket, the Call ref field should be updated with__________________________.

PMR TICKET

Parent Incident Ticket No.

Known Error

PMR still open

4.

1 point

A Known Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

No, the workaround must be found before a Known Error is created

No, a Known Error can only be raised after the permanent resolution has been implemented

No, a Known Error must be raised at the same time as a problem

Yes

5.

1 point

In which of the following situations should a Problem Record be created?

Incident Management has found a workaround but needs some assistance in implementing it

A Technical Management team identifies a permanent resolution to a number of recurring Incidents

An Incident is passed to second-level support

An event indicates that a redundant network segment has failed but it has not impacted any users

6.

1 point

How does Problem Management contribute to a higher solution percentage of first-line support?

By analyzing open incidents

By preventing incidents

By evaluating incidents with the customer

By making a knowledge database available

7.

1 point

Which of the following should be available to the resolve a PMR?

Known Error Database

SM Support

3rd line support

2 only

1 only

Neither of the above

All of the above

8.

1 point

What is the 1st response time for logging a PMR ticket?

2 hours

4 hours

3 hours

None of above

9.

1 point

Which of the following describes the normal sequence of events for fault resolution?

Problem- Incident- Change- Known Error

Incident- Problem- Known Error- Change

Incident- Problem- Change- Known Error

Problem- Incident- Known Error- Change

10.

1 point

Which of the following is an example of proactive problem management?

A change request

A report regarding the problem management process

An urgent change

A trend analysis

11.

1 point

Which of the following can help determine the level of impact of a problem?

Incident Operating Procedures (IOP)

Problem Board (PB)

Incident Management (IM)

Configuration Management System (CMS)

12.

1 point

__ is not part of the PMR ticket?

CI

Link with Incident

Whom to assign

Rollback time

Customer name

13.

1 point

If for some reason, SM is not available then___________________act as his/her backup so that there should not be delay in logging or closing the PMR's.

Application Owner

Secondary SM of that application

AM PM

Problem Manager

14.

1 point

Which of the following statements correctly states the relationship between urgency, priority and impact?

Priority should be based on impact and urgency

Impact, priority and urgency are independent of each other

Urgency should be based on impact and priority

Impact should be based on urgency and priority

15.

1 point

Which of the following would a major problem review examine?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

1 only

2 and 3 only

1, 2 and 4 only

All of the above

Neither of the above

16.

1 point

KE will be created by ________________.

Production Manager

FS Team

3rd line Support

Problem Manager

17.

1 point

When can a Known Error record be raised?
1. At any time it would be useful to do so.
2. After the permanent solution has been implemented.
3. After a workaround has been found.

2 only

1 only

3 only

Neither of the above

All of the above

18.

1 point

Which of the following BEST describes a Problem?

A serious Incident which has a critical impact to the business

The cause of one or more Incidents

A Known Error for which the cause and resolution are not yet known

The cause of two or more Incidents

19.

1 point

The Configuration Management System is part of the Known Error Data Base.

FALSE

TRUE

20.

1 point

A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

Owns the activity

Tell others about the progress of an activity

Perform an activity

Be kept up to date on the progress of an activity