Page 395 - ITIL® Foundation 3.15

Quiz - Cumulative information to CSI Lifecycle Stage
1) This term identifies what is to be done if a change is unsuccessful.
2) The goal of this process is to stop future incidents, or minimize the impact of those that are not
stoppable.
3) How often should service reporting be delivered to customers?
4) Identify the components of service assets.
5) This process provides the rights for users to be able to use a service or group of services.
6) Under what circumstances is it valid to open a record in the known error database?
7) This term means “any discernible/detectable occurrence that has significance for the management of
IT services.
8) This term means “the unknown cause of ONE or more incidents”
9) This document describes how a service provider will react to correct some service failures.
10) Identify the formula for priority.
11) What tool relates incident tickets to problem records, to known error records, to change records.
12) Understanding customer usage is the concern of which process?
13) This is how quickly the business needs IT to restore service.
14) Identify the parts of a known error.
15) Does a service always deliver value to customers?
16) Which entity is associated with the restoration of normal service? (always a process unless function
is specified)
17) The goal of this process is to Identify and Provision.
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