ITIL Zertifizierung

ITIL Practitioner Support und Restore 1

Prozess Pyramide


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


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


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


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.


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

Schreiben Sie einen Kommentar

Ihre E-Mail-Adresse wird nicht veröffentlicht. Erforderliche Felder sind mit * markiert