Problem Management D. System Management E. You work at the Service Desk of an organisation. A user calls up to say that his terminal does not function.
Incident B. Known Error C. Problem D. A user reports to the Service Desk a loss of the network connection that occurs repeatedly when using a specific application. Which ITIL process is responsible for tracing the cause? Availability Management B. Incident Management C. The Service Desk is informed that a user has forgotten her password after her holiday. The Service Desk and the user are both aware that solving this incident will take only a few minutes.
The impact is high B. The priority is high C. The urgency is high D. A serious incident has occurred. The assigned solution team is unable to resolve the problem within the agreed time. Which form of escalation describes the above sequence of events?
Formal escalation B. Functional escalation C. Hierarchical escalation D. Which statement best describes a Problem? One or more Known Errors. A known cause of one or more disruptions. An unknown cause of one or more incidents. A Known Error with one or more incidents.
The steps in the Incident Management process might best be described as: A. Incident recording and alerting, initial support and classification, investigation and diagnosis, resolution and recovery, closure. Incident recording, initial codification and allocation, maintaining customer contact, service recovery.
First line incident support, day to day contact with users, business system support, management reporting on IT services quality. Consider the following statements. To be able to define Service Desk impact codes, it is necessary to have information about the structure of the IT services and how they provide support for the business processes. The criteria for determining the impact codes are established in consultation with the organisation. The relationships between the various components in the infrastructure play an important role in determining the impact.
Are these statements correct? A Service Desk is suddenly inundated with phone calls from customers who cannot work any more. After questioning callers it soon becomes clear that an important system on a central UNIX server has failed. The categorisation of incoming calls. Identifying the cause of the failure. The prioritisation of incoming calls. The escalation of the incidents. In an organisation with widely distributed Service Desk which one of the following is most important?
That all staff speak the same language. That all incidents recording is via the hour clock. That they share a common means of recording information for analysis. That the Service Desk staff have access to a common pool of problem solvers. Problem — Incident — Change — Known Error. Incident — Problem — Known Error — Change.
Problem — Incident — Known Error — Change. Impact analysis B. Root cause identification C. Categorisation and prioritisation D. Log the problem C. Ownership of an incident throughout its lifecycle B. Raising Requests for Change D. A known error occurs when: A. An error has occurred several times and has been passed to Problem Management B. An error occurs that has not been diagnosed and for which a circumvention does not yet exist C.
A problem has been diagnosed and a resolution or circumvention exists D. Providing support to the user community B. Resolving the root causes of incidents C. Acting as day-to-day interface between IT services and users D. Which of the following lists best describes the key attributes needed by Service Desk Staff? Good interpersonal skills; tenacious; technically astute; firm B. Business aware; articulate; methodical; tolerant; good interpersonal skills C.
Logical; methodical; tenacious; forthright; analytical D. Which incidents should be logged by the Service Desk? Only incidents not resolved at logging B.
Only incidents from bona fide customers C. All incidents except simple enquiries D. What is the difference between a Problem and a Known Error? There is no real difference between a Problem and a Known Error C. Consider the following metrics: 1. Number of incidents closed on without onward referral 2. Number of incidents correctly categorised at logging 3. Number of hardware faults reported Which of the above are valid performance indicators for the Service Desk?
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Cabbage as early as B. Most of the times, it might be a temporary loading issue. You just need to press the recent applications menu usually the first left button in your phone. Then you close the app that has this issue. Now open the app again. It may work normally. Press the power off button for few seconds and then choose restart from the menu to restart your device.
Now you can try opening the app, it may work fine. If none of the above working, you can wait till your phone battery drains and it turns off automatically. After that put it to charge, and press the power button. It may work after this.
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