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12 views6 pages

Sample Essay Questions With Answers

Uploaded by

zimelesiphelelemseleku
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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ITSM Theory (SST100S)

November Exam Prep Questions

Incident Management
Define "Incident" in the context of ITSM and explain its primary objective.
Answer: In ITSM, an "Incident" is an unplanned interruption to an IT service or a
reduction in the quality of that service. The primary objective of Incident Management
is to restore normal service operation as quickly as possible, minimizing the impact on
business operations.

What are the key steps involved in the Incident Management process?
Answer: The key steps in Incident Management include Incident identification,
logging, categorization, prioritization, initial diagnosis, escalation (if needed),
investigation and diagnosis, resolution and recovery, and closure.

How does Incident Management differ from Problem Management?


Answer: Incident Management focuses on restoring service as quickly as possible by
addressing individual incidents, whereas Problem Management aims to identify the
root cause of incidents and prevent their recurrence, often through permanent
solutions or improvements.

Describe the role of a Service Desk in the Incident Management process.


Answer: The Service Desk acts as the primary point of contact for incident reporting.
It logs incidents, performs initial diagnosis, assigns priority, and may resolve simple
issues. For complex issues, it escalates incidents to relevant technical teams.

Explain how Incident Management supports business continuity.


Answer: Incident Management supports business continuity by ensuring that service
disruptions are handled swiftly, which minimizes downtime and helps maintain
productivity, thus supporting overall business operations.
Problem Management
Define "Problem" in ITSM and explain the purpose of Problem Management.
Answer: In ITSM, a "Problem" is the underlying cause of one or more incidents. The
purpose of Problem Management is to prevent incidents by identifying and resolving
the root causes of problems, thereby minimizing service disruptions.

What is the difference between "Reactive Problem Management" and "Proactive


Problem Management"?
Answer: Reactive Problem Management focuses on identifying and resolving
problems that have already caused incidents. In contrast, Proactive Problem
Management aims to identify and address potential problems before they result in
incidents, often through trend analysis and risk assessments.

How does Problem Management contribute to the Incident Management


process?
Answer: Problem Management reduces the number and impact of incidents by finding
and eliminating root causes, which leads to fewer recurring issues. Effective Problem
Management provides Incident Management with known error documentation, which
can speed up incident resolution.

Explain the role of a "Known Error Database" in Problem Management.


Answer: A Known Error Database (KEDB) is a repository of known problems and their
workarounds. It helps Incident and Problem Management teams quickly resolve
incidents by providing documented solutions, improving efficiency and reducing
downtime.

What are the primary stages in the Problem Management lifecycle?


Answer: The primary stages of Problem Management include problem identification,
problem logging, investigation and diagnosis, identification of a workaround,
resolution, and problem closure.
Change Management
Define "Change" in ITSM and explain the main goal of Change Management.
Answer: A "Change" in ITSM is the addition, modification, or removal of anything that
could affect IT services. The main goal of Change Management is to ensure that
changes are introduced in a controlled, risk-minimized manner while maintaining
service quality and continuity.

Describe the types of changes in Change Management and provide an example


of each.
Answer: Change types include Standard, Normal, and Emergency changes. Standard
changes are low-risk, pre-authorized changes (e.g., routine software updates). Normal
changes require approval and assessment (e.g., upgrading a server). Emergency
changes are urgent and necessary to prevent significant disruptions (e.g., fixing a
critical security vulnerability).

How does Change Management interact with Incident and Problem


Management?
Answer: Change Management often works with Incident and Problem Management
to implement solutions or improvements. For example, a change might be required to
fix a problem's root cause or to apply a permanent solution after a temporary incident
fix.

Explain the role of the Change Advisory Board (CAB) in Change Management.
Answer: The Change Advisory Board (CAB) is a group of stakeholders responsible
for reviewing, assessing, and approving or rejecting changes. The CAB ensures that
changes align with business objectives, have minimal risk, and are implemented in a
way that minimizes disruption.

What is the importance of a Post-Implementation Review (PIR) in Change


Management?
Answer: A Post-Implementation Review (PIR) assesses the success of a change after
it has been implemented. It helps determine whether the change met its objectives,
identify any issues, and improve future Change Management processes by learning
from successes and challenges.
iTop software used in IT Service Management

What is iTop, and how does it contribute to effective IT Service Management


(ITSM)?
Answer: iTop is an open-source IT Service Management software solution designed
to help organizations manage their IT services efficiently. It provides a comprehensive
framework for ITSM processes, including incident management, problem
management, change management, configuration management, and service level
management. By automating and streamlining these processes, iTop improves
service delivery, reduces downtime, and enhances overall IT efficiency.

Discuss the key features and functionalities of iTop that make it a popular choice for
ITSM?
Answer: iTop offers a wide range of features and functionalities that make it a valuable
tool for ITSM professionals. Some of its key features include:
• Incident Management: Allows for efficient tracking, prioritization, and resolution of
IT incidents.
• Problem Management: Helps identify and resolve root causes of recurring incidents.
• Change Management: Facilitates the planning, approval, and implementation of
changes to IT services.
• Configuration Management: Provides a centralized repository for managing IT
assets and their configurations.
• Service Level Management: Enables the definition and monitoring of service level
agreements (SLAs).
• Self-Service Portal: Empowers end-users to submit and track their own requests.
• Reporting and Analytics: Offers powerful reporting capabilities to track key
performance indicators (KPIs) and generate insights.

How can iTop be integrated with other IT tools and systems to enhance ITSM
capabilities?
Answer: iTop can be integrated with various IT tools and systems to create a
seamless IT environment. Some common integration scenarios include:
• ITSM Tools: Integration with other ITSM tools like ServiceNow or Jira to share data
and automate workflows.
• Configuration Management Database (CMDB): Integration with CMDBs like BMC
Atrium CMDB or ServiceNow CMDB to synchronize asset and configuration
information.
• Help Desk Systems: Integration with help desk systems to streamline incident and
request management.
• Monitoring Tools: Integration with monitoring tools like Nagios or Zabbix to
correlate incidents with system performance issues.
• Identity and Access Management (IAM) Systems: Integration with IAM systems to
automate user provisioning and de-provisioning processes.

What are the challenges and best practices for implementing and managing iTop in
an organization?
Answer: Implementing and managing iTop can be challenging, but following best
practices can help mitigate risks and ensure successful adoption. Some key
challenges and best practices include:
• Customization: iTop is highly customizable, but excessive customization can lead
to complexity and maintenance issues.
• Data Migration: Migrating existing data from legacy systems can be time-consuming
and error-prone.
• User Adoption: Encouraging user adoption requires effective training and
communication.
• Security: Implementing strong security measures is crucial to protect sensitive IT
information.
• Best Practices: Following ITSM best practices and industry standards can help
optimize iTop usage.

How can organizations measure the return on investment (ROI) of implementing iTop?
Answer: Measuring the ROI of iTop can be challenging, but several key metrics can
be used to assess its impact:
• Reduced Incident Resolution Time: Track the time it takes to resolve incidents and
problems.
• Improved Service Quality: Monitor service level agreements (SLAs) and customer
satisfaction.
• Increased IT Efficiency: Measure the time saved through automation and
streamlined processes.
• Cost Savings: Identify cost savings from reduced downtime, improved resource
utilization, and optimized IT operations.
• Enhanced IT Governance: Evaluate the effectiveness of IT governance processes
and compliance with regulations.
By carefully tracking these metrics and analyzing the data, organizations can quantify
the benefits of iTop and justify its ongoing investment.

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