Question 1

Which of the following is a Problem Management activity?

Options :

A : Reactive support

B : Error Control

C : SLA analysis

D : First contact resolution

Answer: B

Question 2

Which of these options best defines mentoring?

Options :

A : Life and relationship counselling

B : Job-related advice and guidance

C : Person-to-person support

D : Career development from a professional coach

Answer: B

Question 3

Which statement best describes the difference between Reactive Problem Management and

Proactive Problem Management?

Options :

A :

Reactive Problem Management is concerned with solving problems in response to Known Errors;

Proactive Problem Management is concerned with identifying quick fixes

B :

Reactive Problem Management is concerned with solving problems in response to one or more

Incidents; Proactive Problem Management is concerned with identifying underlying Problems

C :

Reactive Problem Management is concerned with analysing and trending Incident records; Proactive

Problem Management is concerned with solving problems in response to one or more Incidents

D :

Reactive Problem Management is concerned with eliminating root causes; Proactive Problem

Management is concerned with identifying future business needs

Answer: B

Question 4

Why do we need OLAs?

Options :

A : To provide business-level reporting

B : To demonstrate service quality

C : To ensure that IT teams meet SLAs

D : To tie down all the IT parties to contracts

Answer: C

Question 5

Which of these options is a key benefit of IT Service Continuity Management?

Options :

A : Potential lower insurance premiums

B : Improved management of issues

C : An increase in potential lost revenue

D : A reduction in the number of repeat Incidents

Answer: A