ITSM20FB 試験問題を無料オンラインアクセス

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of Problem Management accomplishes this?

• A.Error Control
• B.Problem Control
• C.Identification of root causes
• D.Proactive Problem Management

What data is recorded when an incident is reported to the Service Desk?

• A.the name of the person reporting the Incident
• B.the name of the person handling the Problem
• C.the name of the person who approves the Request for Change (RFC)
• D.the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

What has to be included in a well defined process?

• A.Statistical support
• B.Timelines
• C.Expected outcomes
• D.Functions

What is mandatory to define in the incident management procedures?

• A.The recording of deficiencies in the configuration management database (CMDB)
• B.The implementation of emergency changes
• C.The escalation of incidents
• D.The recording of problems

What can be improved by achieving quality objectives?

• A.Relationship with interested suppliers
• B.Relationship with unauthorized patties
• C.Effectiveness of the service
• D.Personal satisfaction of the Configuration Manager