Which problem management process includes developing a solution to resolve the problem?
AProactive problem identification
BReactive problem identification
CProblem control
DError control
What has a significant negative impact on the effectiveness of problem management?
ARecording known errors as a problem status instead of as a separate record type
BCreating a single problem that is linked to multiple incident records
CKeeping problems open after all related incidents have been closed
DTerms and conditions in contracts with third parties
A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service.
After the information has been reviewed, which person is MOST LIKELY to formally register the problem on the problem management system?
AA service owner who understands the service architecture and how the components are configured
BA dedicated problem manager who works in a senior role to coordinate resources for complex issues
CA problem coordinator who understands how to log, manage, and close problems
DA technical specialist who understands how the servers work and how they can be repaired and upgraded
What is BEST described as a way to reduce or eliminate the impact of a problem that cannot be resolved?
AA known error
BTechnical debt
CProblem control
DA workaround
Which problem management process involves the team working on an incident deciding that there is a problem that needs to be investigated?
AReactive problem identification
BProactive problem identification
CProblem control
DError control
Which capability level is MOST focused on metrics and measurement?
ALevel 2
BLevel 3
CLevel 4
DLevel 5
An organization has started to introduce problem management. It has identified some problems, and resolved them, and the problem manager now wants to expand the practice.
What activity should the problem manager undertake NEXT?
ADocument process workflows and activities for an increased problem management scope
BConfigure the service management tool to ensure that problems and known errors can be managed throughout their lifecycle
CTalk to senior leadership about the benefits that have already been achieved, and the risks that could be addressed in future
DEngage with suppliers and partners to ensure that they actively participate in future problem management activities
An organization has been mapping its value stream for restoring service after an incident. During the value stream walk it has identified a need to improve information exchange between the problem management practice and the change enablement practice.
Which activity is MOST LIKELY to be affected by this issue?
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