ITIL4
ITIL 4 Incident and Problem Management Quiz
Test your knowledge of ITIL 4 principles related to Incident and Problem Management with this comprehensive quiz. It includes 50 carefully crafted questions designed to challenge your understanding and enhance your skills.
- Multiple-choice and checkbox questions
- Covering key concepts and processes
- Perfect for IT professionals and learners alike
Which of the following can include steps that will help to resolve an Incident? 1. Incident Model 2. Known Error Record
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Which of the following are Service Desk organizational structures? 1. Local Service Desk 2. Virtual Service Desk 3. IT Help Desk 4. Follow the Sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
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?
A. Categorization
B. Diagnosis
C. Prioritization
D. Closure
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
A. Yes: for ease of management, a known error record can be created at any time it is prudent to do so
B. No: a known error record must only be created after a workaround has been found
C. No: a known error record is created when the original incident is raised
D. No: a known error record should be created with the next release of the service
Access Management is closely related to which other process?
A. Capacity Management only
B. 3rd line support
C. Information Security Management
D. Change Management
Which of the following are managed by facilities management? 1. Hardware within a data center or computer room 2. Applications 3. Power and cooling equipment 4. Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1,3 and 4 only
D. 1and 3 only
Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Request fulfillment
Which of the following service desk organizational structures are described in service operation? 1. Local service desk 2. Virtual service desk 3. IT help desk 4. Follow the sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1,3 and 4 only
D. 1, 2 and 3 only
Which one of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible
Which one of the following is the BEST definition of an event?
A. Any change of state that has significance for the management of a configuration item (CI) or IT service
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem
Which one of the following activities does application management perform?
A. Defining where the vendor of an application should be located
B. Ensuring that the required functionality is available to achieve the required business outcome
C. Deciding who the vendor of the storage devices will be
D. Agreeing the service levels for the service supported by the application
Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be found
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident which has a high priority or a high impact on the business
Which of the following would be examined by a major problem review? 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
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Which one of the following would NOT involve event management?
A. Intrusion detection
B. Recording and monitoring environmental conditions in the data center
C. Recording service desk staff absence
D. Monitoring the status of configuration items
Which one of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems
Which one of the following functions would be responsible for the management of a data center?
A. Technical management
B. Service desk
C. Application management
D. Facilities management
Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfillment
B. Service portfolio management
C. Service desk
D. IT finance
Which one of the following is NOT a valid purpose or objective of problem management?
A. To prevent problems and resultant incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents
What is the objective of Access Management?
A. Provide physical security for staff at data centers and other buildings
B. Manage access to computer rooms and other secure locations
C. Manage access to the service desk
D. Manage the rights to use a service or group of services
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfillment, and access management
B. Event management, incident management, change management, and access management
C. Incident management, problem management, service desk, request fulfillment, and event management
D. Incident management, service desk, request fulfillment, access management, and event management
Which of the following activities are performed by a desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Implementing all standard changes
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Which process is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
Which one of the following is NOT a characteristic of a process?
A. It is measurable
B. It delivers specific results
C. It responds to specific events
D. It structures an organization
Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
What is the BEST description of the purpose of the service operation stage of the service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes that will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers
In terms of adding value to the business, which one of the following describes service operation’s contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modeled
D. Service value is visible to customers
Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events 2. To restore normal service operation as quickly as possible 3. To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
Which process is responsible for low risk, frequently occurring, and low cost changes?
A. Demand Management
B. Incident Management
C. Release and Deployment Management
D. Request Fulfillment
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
A. Service Operation
B. Capacity Management
C. Service Design
D. Availability Management
Which of the following functions would be responsible for management of a data center?
A. Technical Management
B. Service Desk
C. Applications Management
D. Facilities Management
Which of the following BEST describes a Problem?
A. An issue reported by a user
B. The cause of two or more incidents
C. A serious incident which has a critical impact to the business
D. The cause of one or more incidents
Event Management, Problem Management, Access Management and Request Fulfillment are part of which stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement
Hierarchic escalation is best described as?
A. Notifying more senior levels of management about an Incident
B. Passing an Incident to people with a greater level of technical skill
C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D. Failing to meet the Incident resolution times specified in a Service Level Agreement
Which of the following is the BEST description of a centralized Service Desk?
A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
Which of the following is NOT a valid objective of Problem Management?
A. To prevent Problems and their resultant Incidents
B. To manage Problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring Incidents
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A. Service Level Management
B. Service Portfolio Management
C. Request Fulfillment
D. Demand Management
In terms of adding value to the business, which of the following describes Service Operation's contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modeled
D. Service value is actually seen by customers
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?
A. Continual Service Improvement
B. Service Transition
C. Service Design
D. Service Operation
Which Functions are included in IT Operations Management?
A. Network Management and Application Management
B. Technical Management and Change Management
C. IT Operations Control and Facilities Management
D. Facilities Management and Release Management
Major Incidents require:
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
What are the processes within Service Operation?
A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
B. Event Management, Incident Management, Change Management and Access Management
C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Event Management
D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
Which of the following is NOT an objective of the Operations Management function?
A. Swift application of skills to diagnose any IT Operations failures that occur
B. Delivering improvements to achieve reduced costs
C. First line Incident investigation and diagnosis logged by users
D. Maintenance of status quo to achieve stability of day to day processes and activities
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
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Which of the following should be available to the Service Desk? 1. Known Error Data 2. Change Schedules 3. Service Knowledge Management System 4. Diagnostic scripts and tools
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 2, 3 and 4 only
D. All of the above
Which of the following should be documented in an Incident Model? 1. Details of the Service Level Agreement (SLA) pertaining to the incident 2. Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
What is the BEST description of a Major Incident?
A. An Incident that is so complex that it requires root cause analysis before a workaround can be found
B. An Incident which requires a large number of people to resolve
C. An Incident logged by a senior manager
D. An Incident which has a high priority or high impact on the business
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