Question 1

A procedure is a collection of interrelated tasks that take a set of specific inputs and produce a set of specific outputs that are of value to the customer.

Accepted Answer

False

Question 2

Because today's workers have a better understanding of processes than they did in the past, companies can use more complex processes today than they did in the past.

Accepted Answer

While workers may have a better understanding of processes, the complexity of processes depends on various factors, including technology, industry standards, and organizational goals, not just worker understanding.

Question 3

When buying service desk software, one should look at vendors who are ITIL-compliant first, as their software will most likely meet most requirements without customization.

Accepted Answer

False

Question 4

Microsoft Operations Framework (MOF) speaks to five lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

Accepted Answer

Microsoft Operations Framework (MOF) includes three phases: Plan, Deliver, and Operate, with a fourth foundational phase called Manage Layer. The lifecycle stages mentioned are part of the ITIL (Information Technology Infrastructure Library) framework, not MOF.

Question 5

Companies typically pick one standard or framework to use when designing and improving processes; using more than one standard or framework causes conflicts.

Accepted Answer

Many companies use a combination of standards and frameworks to design and improve processes, as different standards can complement each other and provide a more comprehensive approach to quality management, cybersecurity, environmental management, etc.

Question 6

When using a multi-level approach to incident categorization, some examples of high level categories might include hardware, software, and network.

Accepted Answer

High-level categories in incident categorization often include broad areas affected by incidents, such as hardware, software, and network, to help in organizing and addressing the issues efficiently.

Question 7

Typically, the most efficient and effective approach to managing incidents is the first-come, first-served approach.

Accepted Answer

The most efficient and effective approach often involves prioritizing incidents based on their impact and urgency, rather than simply addressing them in the order they were received.

Question 8

Since determining an incident's priority is often difficult for a service desk analyst who is not experiencing the incident, it is best to let the customer set the priority.

Accepted Answer

While customer input is valuable, the service desk analyst should set the incident priority based on impact and urgency, considering both business needs and technical assessments, to ensure resources are allocated effectively.

Question 9

Target escalation time is a time constraint placed on each incident level that ensures incident resolution activities proceed at an appropriate pace.

Accepted Answer

Target escalation time sets a limit on how long an incident can remain at a certain level before it must be escalated to a higher level of support, ensuring timely progress towards resolution.

Question 10

After an incident is escalated to level three, any and all resources needed to resolve the incident work together until a resolution is reached.

Accepted Answer

In a level three escalation, the highest level of support is engaged, often involving senior experts or developers, and all necessary resources are mobilized to resolve the incident, working collaboratively until a solution is found.

Question 11

Typically, the person that resolves an incident also closes the incident.

Accepted Answer

Typically, the person who resolves an incident is not necessarily the one who closes it. The closure of an incident often involves a separate verification process to ensure that the resolution is effective and meets the satisfaction of the requester or affected party.

Question 12

An extremely important part of incident management is notification. Specifically, notification refers to notifying management and other service desk analysts about the status of outstanding incidents.

Accepted Answer

Notification in incident management is crucial for keeping all relevant parties, including management and service desk analysts, informed about the status and progress of incidents to ensure timely resolution and effective communication.

Question 13

Since the service desk typically owns all incidents, they should be held solely responsible for effective incident management.

Accepted Answer

Effective incident management requires collaboration between the service desk, IT support teams, and sometimes external vendors, not just the service desk alone.

Question 14

Incident management maintains the known error database, since service desk analysts are its primary users.

Accepted Answer

The known error database is maintained by problem management, not incident management, to help diagnose and resolve incidents and problems by documenting known errors and their workarounds.

Question 15

Data captured by service desk analysts is very important to problem management. Without this data, problem management is not possible.

Accepted Answer

Service desk analysts provide essential data that helps identify, analyze, and resolve problems, making it crucial for effective problem management.

Question 16

Typically, the service desk retains ownership of outstanding service requests.

Accepted Answer

The service desk typically retains ownership of outstanding service requests to ensure they are resolved satisfactorily and to maintain communication with the user throughout the process.

Question 17

One of the reasons that knowledge management is becoming more important and formalized is because the rapid pace of change is making it very difficult for people to maintain their skills through training alone.

Accepted Answer

The rapid pace of change, especially in technology and industry practices, means that skills can become outdated quickly. Knowledge management helps organizations capture, distribute, and effectively use knowledge to keep up with these changes and ensure employees have the necessary skills and information.

Question 18

During the assessment and evaluation activity of the change management process, the potential impact and risk of the change, as well as the proposed benefits of the change are assessed, and the request for change is either approved or not approved.

Accepted Answer

During the assessment and evaluation activity of the change management process, the potential impact and risks associated with the change are evaluated alongside the proposed benefits. This evaluation helps in making an informed decision on whether to approve or not approve the request for change.

Question 19

The Change Advisory Board (CAB) supports the assessment, prioritization, authorization, and scheduling of changes.

Accepted Answer

The answer of The Change Advisory Board (CAB) supports the...

Question 20

The service asset and configuration management process maintains information about changes to CIs and manages those changes throughout their lifecycle.

Accepted Answer

The service asset and configuration management process maintains information about configuration items (CIs) and their relationships, but it does not manage changes; that is the role of the change management process.

Quiz 4: The Process Component: Service Desk Processes and Procedures