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    ITIL V2 Questions - Service Desk and Incident Management

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    Don Mlambo
    The document contains 11 multiple choice questions about the ITIL processes of Service Desk and Incident Management. The questions cover topics such as the roles and responsibilities of the Service Desk, metrics and key attributes for Service Desk staff, escalation procedures, and the difference between incidents, known errors, problems, and requests for change. The answers provided indicate that the Service Desk is not responsible for root cause identification, resolving incidents involves hierarchical escalation, and all incidents should be logged, not just those not immediately resolved.

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    ITIL V2 Questions - Service Desk and Incident Management

    Uploaded by

    Don Mlambo
    1K views5 pages
    The document contains 11 multiple choice questions about the ITIL processes of Service Desk and Incident Management. The questions cover topics such as the roles and responsibilities of the Service Desk, metrics and key attributes for Service Desk staff, escalation procedures, and the difference between incidents, known errors, problems, and requests for change. The answers provided indicate that the Service Desk is not responsible for root cause identification, resolving incidents involves hierarchical escalation, and all incidents should be logged, not just those not immediately resolved.

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    ITIL V2 Questions - Service Desk and Incident Management

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    The document contains 11 multiple choice questions about the ITIL processes of Service Desk and Incident Management. The questions cover topics such as the roles and responsibilities of the Service Desk, metrics and key attributes for Service Desk staff, escalation procedures, and the difference between incidents, known errors, problems, and requests for change. The answers provided indicate that the Service Desk is not responsible for root cause identification, resolving incidents involves hierarchical escalation, and all incidents should be logged, not just those not immediately resolved.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    1K views5 pages

    ITIL V2 Questions - Service Desk and Incident Management

    Uploaded by

    Don Mlambo
    The document contains 11 multiple choice questions about the ITIL processes of Service Desk and Incident Management. The questions cover topics such as the roles and responsibilities of the Service Desk, metrics and key attributes for Service Desk staff, escalation procedures, and the difference between incidents, known errors, problems, and requests for change. The answers provided indicate that the Service Desk is not responsible for root cause identification, resolving incidents involves hierarchical escalation, and all incidents should be logged, not just those not immediately resolved.

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    ITIL Questions Service Desk and Incident Management

    1. For which of the following activities is the Service Desk NOT


    responsible?
    A
    B
    C
    D

    Impact analysis
    Root cause identification
    Categorisation and prioritization
    Escalation

    2. Which of the following is NOT part of the role of the Service Desk?
    A
    B
    C
    D

    Providing support to the user community


    Resolving the root causes of incidents
    Acting as day-to-day interface between IT services and users
    Monitoring the progress of incidents

    3. 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?
    A All three
    B 1&2
    C 1&3
    D 2&3
    4. Which of the following lists best describes the key attributes needed
    by Service Desk Staff?
    A Good interpersonal skills; tenacious; technically astute; firm
    B Business aware; articulate; methodical; tolerant; good interpersonal
    skills
    C Logical; methodical; tenacious; forthright; analytical
    D Well presented; technical specialist; numerate; good interpersonal
    skills

    ITIL Questions Service Desk and Incident Management


    5. Which ITIL process or function deals with errors and questions about
    use of services, raised by end users?
    A.
    B.
    C.
    D.

    Availability Management
    Service Level Management
    Problem Management
    Service Desk

    6. Consider the following situations:


    1 An incident exceeds the downtime stipulated within a SLA
    2 The business impact of an incident increases due to unforeseen
    circumstances
    3 The number of users impacted by an incident is greater than first
    thought
    4 A senior manager in the customers organisation complains about the
    lack of progress being made on a particular incident
    Which of the above could be valid reasons for the Service Desk to invoke
    escalation procedures?
    A
    B
    C
    D

    All four
    2, 3 & 4
    1, 2 & 3
    1, 3 & 4

    7. There is a network incident that affects 200 desktops. At the same


    time the Managing Directors printer has broken and he wants to print
    a report now. Which of the following statements can be deduced from
    this information?
    A There is insufficient information to determine which incident has the
    higher priority
    B The Managing Directors printer must be fixed because of the higher
    business impact
    C Both incidents have an equally high priority
    D The network incident has a higher priority then the Managing
    Directors printer because it affects a lot more people

    ITIL Questions Service Desk and Incident Management


    8. Which incidents should be logged by the Service Desk?
    A Only incidents not resolved at logging
    B Only incidents from bona fide customers
    C All incidents except simple enquiries
    D All incidents
    9. The network managers have excessive workloads and have no time to
    proactively manage the network. One of the contributing factors to
    these large workloads is the frequency that users contact these
    managers directly.
    Which ITIL process would improve this situation?
    A
    B
    C
    D

    Change Management
    Configuration Management
    Incident Management
    Problem Management

    10. A serious incident has occurred. The assigned solution team is


    unable to resolve this incident within the agreed time. The Incident
    Manager is called in.
    Which form of escalation describes the above sequence of events?
    A.
    B.
    C.
    D.

    Formal escalation
    Functional escalation
    Hierarchical escalation
    Operational escalation

    ITIL Questions Service Desk and Incident Management


    11. An end-users PC crashes. This is not the first time that he has had
    problems with his PC. It also crashed three months ago. The user
    reports the crash to the Service Desk.
    What is happening here?
    A
    B
    C
    D

    An Incident
    A Known Error
    A Problem
    A Request for Change

    ITIL Questions Service Desk and Incident Management

    Answers Page
    1) B - Root cause identification
    2) B - Resolving the root causes of incidents
    3) B - 1 & 2
    4) B - Business aware; articulate; methodical; tolerant; good interpersonal
    skills
    5) D - Service Desk
    6) A - All Four
    7) A - There is insufficient information to determine which incident has the
    higher priority
    8) D - All incidents
    9) C - Incident Management
    10) C - Hierarchical escalation
    11) A - An Incident

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