Question 1

Which statement best describes the difference between Reactive Problem Management and

Proactive Problem Management?

Options :

A :

Reactive Problem Management is concerned with solving problems in response to Known Errors;

Proactive Problem Management is concerned with identifying quick fixes

B :

Reactive Problem Management is concerned with solving problems in response to one or more

Incidents; Proactive Problem Management is concerned with identifying underlying Problems

C :

Reactive Problem Management is concerned with analysing and trending Incident records; Proactive

Problem Management is concerned with solving problems in response to one or more Incidents

D :

Reactive Problem Management is concerned with eliminating root causes; Proactive Problem

Management is concerned with identifying future business needs

Answer: B

Question 2

You are tasked with delivering a presentation to your senior management team on the topic of The

New, Improved Service Desk. What is a key point to remember when preparing this presentation?

Options :

A : Senior management is always interested in IT Service Management

B : The language of the boardroom is the most appropriate way to speak

C : The use of technological terms is quite acceptable

D : The visual aids should be packed with information

Answer: B

Question 3

Which one of these options would be a feature of effective management?

Options :

A : Delivery of work as required

B : High levels of personal care

C : Strict adherence to processes

D : Focus on tactical goals

Answer: A

Question 4

Which of the following is a Problem Management activity?

Options :

A : Reactive support

B : Error Control

C : SLA analysis

D : First contact resolution

Answer: B

Question 5

As a Service Desk manager, which of these options would you suggest is a way for you to contribute

to IT and business objectives?

Options :

A : Tell management about every Incident that occurs

B : Provide suggestions on how to improve IT services

C : Identify new business opportunities

D : Market the successes of the IT organisation

Answer: B

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