Problem Management

What is the primary goal of problem management?

Documenting incidents for future reference

Restoring service as quickly as possible

Identifying root causes of recurring incidents

Minimizing the impact of incidents

How is Problem defined? Select correct answer below

'Problem' is always a priority one problem

'Problem' is the underlying cause of one or more serious service affecting incidents

'Incident' is the underlying cause of one or more problems

'Problem' is the underlying cause of one or more incidents

Root cause to a problem is always our own product or solution

True

False

What does SLA stand for?

Service Level Agreement

Support Level Assessment

Service Level Assessment

Support Level Agreement

When closing a Problem record which of the following actions should be taken?

A) Close any related Incident records.

B) Check that the Problem record contains a full historical record of all events which occurred

A is correct

B is correct

A and B are both correct

A and B are both incorrect

What is problem management?

Identifying issues in a system

Fixing problems as they occur

Preventing incidents from happening

Managing projects effectively

What is a known error?

An issue that has occurred once and has been resolved

An issue for which the root cause is known

An issue that hasn't been documented

An issue that is still unresolved

What is the purpose of a workaround in problem management?

To permanently resolve the underlying issue

To ignore the problem until it becomes critical

To document a temporary fix for an incident

To escalate the problem to higher management

What is the purpose of a Known Error Database (KEDB)?

To track all incidents reported by users

To escalate incidents to higher management

To identify new problems as they arise

To document issues that have a workaround or resolution

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