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ITIL Zertifizierung

ITIL Practitioner Support und Restore 1

Prozess Pyramide

1/20

Which one of the following is the principal reason for an organization to invest in a Service Desk?

  • provide initial assessment of all Incidents for quick actions to resolve User requests
  • deliver the high quality IT support critical for achieving business goals
  • receive and record all calls from Users for proper actions without missing a single User request

2/20

The number of staff employed on the Service Desk depends on the needs of the business and is based on a range of important criteria, including, but not limited to:

  • The business budget available/required
  • The number of customers to support
  • The volume of Incidents
  • The period of support coverage required
  • Workload pattern of requests (e.q. daily, month end, etc.)
  • The type of response required
  • The level of training required
  • The support technologies available
  • The existing skill levels of staff
  • The processes and procedures in use

Which of the following should also be included as criteria?

  • size, relative age, design, and complexity of the IT infrastructure
  • the numbers of 2nd, 3rd, nth level members supporting the Service Desk
  • the possibility of outsourcing the Service Desk

3/20

The process of classification and matching allows Incident Management to be carried out with more speed and minimum support resources.
What should be done after the „Matching Incidents against Known-error and Problem database“ task to provide the greatest efficiency in the Classification and Matching activity?

  • assessing related configuration details
  • categorizing Incident if no match
  • defining Incident priority if no match

4/20

A User calls the Service Desk to report an Incident related to the functioning of a Pe. Service Desk staff asks the User to reboot the PC to see if the Incident could be quickly resolved. As such, „reboot“ can be considered and used as a Workaround for many PC related incidents. To record this Workaround in the Known-error database, the following is a suggested procedure:

  • Service Desk staff records this Workaround in the Incident record
  • Incident Management will record the Workaround in the Known-error database and inform the Workaround and the associated Incident records to Problem Management
  • Problem Management will further analyze the incidents and the Workaround to find a permanent solution.

What is wrong in this procedure?

  • Problem Management will record the Workaround in the Known-error database and not the Incident Manager.
  • Service Desk staff should be able to record the Workaround in the Known-error database directly and need not have to wait for the Incident Manager to record it.
  • The Workaround is not analyzed by Problem Management before it is recorded in the Known-error database.

5/20

As a Practitioner Support and Restore, you will monitor the effect of a successful Problem Management system on the workloads of staff.

What events will cause adefinite increase in the workload of Incident and Problem Management staff?

  • more applications and new users
  • more CI’s
  • more Incidents

Mehr Infos zur Vorbereitung findet ihr unter: https://www.mitsm.de

Von Michael

wohnhaft in München
arbeite bei der Landeshauptstadt München

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