Process

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Assessment Full Name

ITO DO ITIL Process>Change Manag
ITO DO ITIL Process>Change Mana
ITO DO ITIL Process>Change Manage
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ITO DO ITIL Process>Configuration
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ITO DO ITIL Process>Incident Manag
ITO DO ITIL Process>Incident Mana
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ITO DO ITIL Process>Problem Manag
ITO DO ITIL Process>Problem Mana
16836
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ITO DO ITIL Process>Unlisted>Configu
ITO DO ITIL Process>Unlisted>Proces
ITO DO ITIL Process>Unlisted>Workfl
QuestionText
What is a request to replace something within the IT infrastructure called?
What is the role of the Emergency Change Advisory Board (ECAB)?
A user reports a PC problem to the Service Desk. A Service Desk representative deter
When must a Post Implementation Review take place?
Who decides the category of a change ?
Which ITIL process aims to prevent incidents resulting from changes to the IT infras
In the change management process, which role is ultimately responsible for the enti
In an organization, the purchasing department has relocated internally - not just th
Which ITIL process is responsible for handling an application for a new workstatio
Changes are divided into categories. What criteria defines a category for a change?
Which subject should be one of the standard items on the agenda of a meeting of
What is the criterion used by Change Management in determining the category for
Which ITIL process is responsible for defining procedures to replace HW in IT infras
What is the scope of 4-eye Bestshore process
What is main requirement by 4-eye process for BestShore ITO.
What date information is used for 4 eye reporting purposes.
What is the lead time to track normal change on the BestShore 4 eye sharpoint.
How many tasks can be assigned to change record?
"Standard change" is also known as
DW workflow tool is only meant for Normal changes
An example of "Categorization" field in DW workflow is:
"Description" is a required field in DW workflow tool
Change "Testing results" options in DW show:
If a Change fails, DW allows to:
Approval can be documented in the DW workflow tool
Initial is a status of DW normal Change record
in DW workflow tool, Change Manager Group can be found in:
Chnage Manager and Change Implementer roles is DW workflow tool are mandatory
Change Category is shown in DW as:
Risk Assessment tool is used to determine category in the DW workflow tool
What field in DW includes details of the risk assessment?
DW allows to mark a change as urgent by:
In order to identify an emergency change in DW, the following reason will be selected
In DW, pre-implementation Test Plan is located in the following tab:
In Change Management, a number of activities take place between the acceptance of
Which role is responsible to track all major changes in the ITO Global Major Chang
Emergency Change Records in the tool can be created retroactively
Standard Changes do not need to go through the Normal Change Process before a
The Change Supervisor is responsible for:
The Change Supervisor is responsible for:
The Change Manager is responsible for:
When must a Post Implementation Review take place?
Which ITIL process prevents business impact resulting from changes to the IT infras
Who decides the category of a change?
In the Change Management process, which role is ultimately responsible for the ent
A major goal of the Change Management is:
Upon authorized implementation,Change Management triggers the relevant update
Change Manager's role is better defined as:
Emergency changes are in a sense the same as Normal Urgent Changes
The Change Manager always remains accountable for every Root Cause Analysis
The Change Requestor:
The Change Approver:
The Change Approver:

The Change Manager:
The Change Manager:
The Change Manager:
The Change Manager:
The Change Manager:
The Change Supervisor:
Which Activity formally initiates the Change Mgmt process?
What is the best definition of a Change Advisory Board (CAB)
The Change Advisory Board is responsible for:
HP Zero Tolerance for unauthorized changes policy states that:
A change is failed if any of the following conditions are met:
What is the role of the Emergency Change Advisory Board (ECAB)?
How many tasks/work orders can be assigned to a change ticket?
Which ITIL process is responsible to approve the patching of production servers?
All identified Major changes, without exception, must be tracked in:
Better planning, testing, coordination and implementation results of changes is a resp
What is Change Management?
One Goal of Change Management is:
One Goal of Change Management is:
What is a Change?
The following are Change Types:
What is a normal Change?
One characteristic of Emergency changes is:
One characteristic of Normal changes is:
One of the Benefits of Change Management is
How many tasks can be assigned to the change?
As per the HP Zero Tolerance Policy, all Changes must be approved
One of the key responsibilities of Change Implementers is to:
Change Management and Configuration Management work closely together to:
Configuration Management Data Base assist during the Change planning and approva
Better planning, testing, coordination and implementation of Change results is a respo
The Change Advisory Board (CAB) is better defined as:
How many tasks can be assigned to a change?
Which ITIL process is responsible for having a new server in production?
What is an emergency Change?
A change back out plan is defined as:
One characteristic of Standard changes is:
What is the ITIL V3 naming for "routine"?
Due to their nature Emergency Changes are always derived from:
Requests for Change (RFC) must be logged in:
What is an emergency Change?
Change Management and Problem Management work closely together to:
Which of these statements define a failed change?
Which ITIL process is responsible for moving a server in production?
What is a standard Change?
Change Management and Problem Management work closely together to:
When a Change Record is created in HPSM, notifications are sent to:

In HPSM, "Urgency" options are:
How many approvers in an Approval Group need to approve the change in HPSM?
The following fields are mandatory for emergency changes in HPSM:
Which fields are specific to Standard(Routine) Change Records in HPSM? (Select al
Which fields are specific to Standard(Routine) Change Records in HPSM? (Select al
Which of the following statements best describes templates in HPSM?
In HPSM, when the Change is in the Schedule or Pre-Implementation Approval phase
How are you notified of errors or missing information on a Change Record?
in HPSM tool, "Initiated by" field means
In HPSM, "Impact" and "Urgency" are required fields
In HPSM, the following are "Impact" field options:
In HPSM, you cannot cancel the CI attribute update after the Change enters the Tes
In HPSM, the "Reason for Change" is a mandatory field
In HPSM, Configuration Items(CI) are required to accurately identify devices
Once the Change enters the Test Phase in HPSM:
In HPSM, can you upload attachements to better document the change?
When a Change is created, notifications are sent to:
The following is a mandatory field in OVSD:
in OVSD, once a Normal change is created, the default status is set to:
Actual finish time in the Work Order must be updated by change implementers once i
Change implementers can reassign work orders to other teams in case they were re
When a new Routine change is created in OVSD, it can show pre-populated Work O
In OVSD, implementation Work Orders are dispacthed once:
"Review" status is used in OVSD to:
Implementation status in OVSD is equivalent to:
Change implementers are allowed to re-route work orders assigned to their teams b
To create a new change in OVSD, you need to:
Change implementers can change the status of a change in OVSD
Change implementers must update the following fields in OVSD work orders:
Once a work order is created in OVSD, no matter what, the change implementers ar
Once a work order is implemented successfully, change implementers update the cl
Once a work order is completed and closed in OVSD, there is no further notification
All new normal changes created in OVSD must stay in the following status:
The following is a mandatory field in OVSD:
Increased utilization of staff and analysis of risks is a benefit of Change Manageme
The following responsibility is owned by the Change Supervisor:
One responsibility of the Change Manager is:
The Service Management role leading the planning, implementation and validation o
The Change Evaluation Checklist provides the following benefit:
A change is considered "failed" if:
the Change Evaluation Checklist is a must have tool for:
The goal of Change Management can be described as:
Emergency Changes are:
Standard Changes must go through the Normal Change Process at least once, bef
Standard Changes are pre-approved and not discussed in the CAB meeting.
An Emergency Change has to be approved by the respective Customer's Emergen
The Change Manager does not remain accountable for Emergency Changes
Change Supervisors are responsible to review Post Implementation status
One criteria to define a "major" change is:
Change Management manages, coordinates and controls the implementation of Req
Change Management works closely together with Release and Deployment Manageme
The Forward Schedule of Change (FSC) shows all planned Changes on supported
The purpose of the Change Management process is to ensure that:
Careful planning and adherence to the Change Management process reduces the risk
Proactively manage the customers changing business requirements while maximizin
Respond to IT and Business requests for Changes that match or align with service
To ensure that Changes are recorded and then evaluated, authorized, approved, pr
Reducing the number and impact of failed Changes and therefore minimizing servic
Change Supervisors are responsible tocoordinate Emergency changes for successf
Posting Major changes to the Global ITO SharePoint Calendar is mainly a responsibil
The most outstanding goal of Change Supervisor is:
Standard Change must meet the following criteria:
We have 2 types of Configuration Items: Parent CIs and Child CIs. Which of the it
What is the tool to automatically check the accuracy/compliance of mandatory inf
What is considered as Ghost CI?
Which of the following are the correct process activities for configuration manageme
Who has ultimate accountability for the Configuration Item?
What is the tool to automatically check the accuracy/compliance of mandatory inf
Name four Interfaces of ESL?
Name four Interfaces of ESL?
To log a case for a hardware failure on a server, where will you find the details of t
Where in ESL can I find the system contacts?
What does Delivery contract represent ?
What is myESL?
Who is responsible for delivery contract ?
Which are mandatory information - about which activities in Delivery contract ? mar
Which are mandatory information - about which activities in Delivery contract ? mar
How many CI owners shall be defined per server (or per database?)
Who is overally responsible for configuration management in account?
Is the server with status "move to production" supported?
Which team provides support if following information are tracked in delivery c
Which tool is used to automatically check the accuracy/compliance of mandatory i
We have 2 types of Configuration Items: Parent CIs and Child CIs. Which of the it
Usually to which team will L1 DB agent transfer the ticket ? Database Managem
Which of following belong to fundamental metrics of configuration management?
Who is responsible for configuration management plan?
Which process controls changes to the IT Infrastructure and services, and uses in
Configuration Management plans should be integrated with those of:
What values to business brings configuration management ?
COnfiguration Management ensures that selected components , service, system, CI
You are configuration manager at XYZ. You have to choose the best tool for config
You are config manager at account XYZ. You need to prepare configuration manage
Which is global go forward tool (CMS/CMDB) for Configuration Management in HP
Which role has the responsibility of owning (developing, supplying or supporting) a
What is CMS in ITIL / ITSM ?
Which roles are defined within configuration management? mark all appropriate an
Which roles are defined within configuration management? mark all appropriate an
The objective of Service Asset and Configuration Management is most accurately d
Configuration Management plans should be integrated with those of
Consider the following: 1 Incident diagnostic scripts 2 A knowledge base of previ
There are strong links between Configuration Management and

In Configuration management we use several metrics . Which are 2 main metrics we
We usually distinguish 2 groups of people that work with data/information from conf
From which data tool can information be extracted to gain an insight into the structu
What is configuration management about ?
What is CMDB? mark all correct answers.
What best represents CI relationships?
Which role is accountable for implementation and direct execution of the configurat
Which statement best defines the term Configuration Item (CI)?
Who has ultimate accountability for the Configuration Item?
Can you do Incident Management or Problem Management without Configuration
Before CI going into production in Redfish, what process must handle it?
Who shall be responsible for Configuration Item in Redfish 2?
Where can you find who provides support for selected server in Redfish 2?
Shall CI in Redfish 2 have the owner?
Which are main roles within configuration management?
Which CI types can be managed in CMDB?
Configuration Item is:
Who is CI Owner? (Configuration Item Owner)
What is the correct priority for a failed application that is required to meet a custom
What should an agent do when asked by a User to work an issue outside it's conta
An acceptable way for handling a duplicate case is:
Which of the following statements best meets the crtieria for an incident of Priority
Which of the following statements most accurately describes the conditions required f
The GOC is to resolve ___ percent of the cases assigned to it.
What is an appropiate sequence to resolve a ticket on DW after clicking the "
Which of the following closure codes can be used after applying the 3-strike rule w
A warm handshake is required when a Level 1 Agent transfers
Which condition is a requirement for use of the 3-Strike Rule?
Incident Case Activity updates are to include:
GOC Shared Delivery standards require agents to make activity updates to an Incid
What is the correct priority for: a failed application that is required to meet a custo
What should an agent do when asked by a User to work an issue outside it's conta
Which of the following statements most accurately describes: the conditions required
Which of the following statements best meets the criteria for an incident of Priority
The GOC is to resolve ___ percent of the cases assigned to it.
Agents must verify correlated events are no longer being added to the Case Log bef
The following statements describe the actions expected of an agent upon resolving
Which of the following statements most accurately describes an incident assigned a P
The Time-to-Own Service Level Metric is calculated from the time a case is
Which of the following steps must be taken before an Incident case created by the
The GOC Shared Delivery standard value for the Time to Own (TTO) a Critical/P1 In
The GOC Shared Delivery standard value for the Time to Own (TTO) an Average/P3
The GOC Shared Delivery standard value for the Time to Own (TTO) an High/P2 Inc
The GOC Shared Delivery standard value for the Time to Own (TTO) an Low/P4 Inci
The GOC Shared Delivery standard value for the Time to Resolve (TTR) a Critical/P1
The GOC Shared Delivery standard value for the Time to Resolve (TTR) a Average/P
The GOC Shared Delivery standard value for the Time to Resolve (TTR) a Low/P4 In
The Time to Own (TTO) Metric starts when:
The Time to Own (TTO) Metric ends when:
The Time to Resolve (TTR) Metric starts when:
The Time to Resolve (TTR) Metric ends when:
At least ___ of the cases received by a Level 1 Support Teams are to be resolved b
When transferring an internally Misrouted case -- such as a Wintel or Network ca
It is within the authority of an Agent to
Which criterion is NOT used to determine the priority of a case?
Which of the following statements most accurately describes an incident assigned a
For non-24x7 contracts, when requested by a Customer to work a case outside thei
Agent entered activity updates to a case can be used to:
Incident Case Activity updates covering trouble shooting should include:
Incident Case Activity updates covering agent communications should include:
Appropriate uses of Pending Status includes waiting for:
Under which of the following situations is an Incident Case to be elevated to the next
Which of the following statements DOES NOT apply when elevating a P2 case to a
Which of the following statements apply when elevating a P3 case to a DTS/L3 Team
Duplicate cases are to be
The goal of _____________________ Management is Root Cause Analysis
The following statements describe the actions expected of an agent upon resolving
Passive confirmation of a customer's satisfaction with the resolution of their case is
Pending Status CANNOT be used to stop the SLA clock in situations where
Which of the following Closure Codes is authorized as a GOC Standard for Shared
An acceptable way for handling a duplicate case is:
A Warm Handshake is required for all supported technologies when elevating which
Which of the following statements for handling a misrouted Incident case is False?
The SLO Time to Resolve clock starts when:
The Priority of the Interaction is calculated based on:
Which situation requires the ticket to be flagged as "RtOP Candidate"
A case with an Urgency 2 - High and an Impact 3 - Average has a Priority equals to:
A case with an Urgency 1 - Critical and an Impact 2 - Site/Dept has a Priority equals
A case with an Urgency 1 - Critical and an Impact 1 - Enterprise has a Priority equals
The SLO clock will stop evertime the following pending code is used:
When a customer or third party has responded to a requested information the case
The ILC Assignment Group will receive notifications when:
Which of the following Closure Codes is NOT authorized as a GOC Standard for Sh
What closure code should be used when a case is closed by the 3-strike rule because
Which of the following statements concerning duplicate cases is false? .
What's the standard ownership deadline for a priority 1 case?
What action is necessary to take to modify the impact of an incident?
What's the standard ownership deadline for a priority 2 case?
What is the status automatically set when saving a case as duplicate?
An incident can be related to a service call without a master/duplicate relationship.

For resolution deadline, a notification to the case owner occurs on:
The standard TTR for a High priority ticket is:
The standard TTR for a Medium priority ticket is:
The standard TTR for a Low priority ticket is:
At which stage a case can NOT be returned back to any other status?
The standard TTR for a Top priority ticket is:
When a master case on OVSD is set to status "VOID" what happens to th
A case with an Urgency 2 - High and an Impact 3 - Site/Dept has a Priority equals to
Under which of the following situations is an Incident Case to be elevated to the next
Pending Status is appropiate to use when:
Close on Initial (COI) Metric it met when:
Center Resolution Rate (RR) Metric is missed when:
When a Duplicate case is created:
A case can be elevated to the next level support when:
Passive confirmation of a customer's satisfaction with the resolution of their case is
The Time to Resolve (TTR) Metric starts when:
When Elevating a High Priority Case agent is expected to:
Which of those case transfers are considered transfer compliance defects?
Which statement is true regarding cases with closure code equal VOID?
Where can you find the list of CIs that are affected by the Problem? (HPSM)
Which of the following questions should be answered by the information in the Desc
The "Expected Resolution Date" field shows the date when the Proble
Information about Workaround could be found under (DWNG)
In order to create task records the Problem must be in phase (DWNG)
The Root Cause Description text field is populated in (DWNG)
To create a Known Error record, both the Root Cause and Workaround must be doc
Corrective Action (CA) is created from Known Error record. (DWNG)
The Closure of Known Error and related Problem records is done by (DWNG)
A Problem record needs to be "Accepted" or "Approved" befor
A Problem record can be initiated from a Closed Incident ? (DWNG)
To open a Known Error record the Primary Configuration Item is required. (DWNG)
An invalid Problem record must be reviewed and approved for cancellation by ... ?
When a viable Solution or Temporary Solution for a Known Error has been identified, o
When Closing a Known Error Record and Related Problem Records. The Known Error
Incidents and/or Changes could be related to the Problem record using (DWNG)
The "Expected Resolution date", is the date when the Problem has to
Location of a CI impacted by a Problem record could be found at: (DWNG)
During the monitoring period, the Problem Owner reviews new Incident records and P
Which of the following activities are performed by Problem management? Select all
Which of the following activities are performed by Problem management? Select all
Issues identified during pre- or post implementatation test for a Change, that do
Problem Owner can become Root Cause Owner in case the DTS (Deep Technical Sup
Which of the following actions should you take when the root cause of the problem ca
Which of the following actions should you take when the root cause of the problem ca
When does Service Manager automatically advance the Known Error to the Known E
Which of the following are benefits of Problem Management to the customer?
Which other process does Problem Management work with to ensure that service avai
Which of the following statements best describes the solution description?

Which problem solving techniques can be used to help diagnose and resolve probl
When you create a Change to implement a Known Error solution, who takes responsi
Which activity do you perform during the monitoring period of a Problem record?
Who reviews the categorization fields (Area, Sub-area, Service Line, Service Type a
Problem Management works together with Incident Management and Change Managemen
Creating a Known Error Record in the Known Error Database ensure quicker diagnosis
Proactive Problem Management is initiated in Service Operation, but generally driven
Problems must be prioritized in the same way and for the same reasons as incidents
Problems must be categorized in the same way as incidents?
Which of the following are critical success factors for Problem Management?
If the Problem reoccurs during monitoring, the only related Change is closed, and t
If the Problem reoccurs during monitoring, the only related Change is closed, and t
Problem Management consists of two major methods:
Problem Management consists of two major methods:
Following Global Standard process. What is the target time to Resolve (TTR) a Probl
Following Global Standard process. What is the target time to Resolve (TTR) a Probl
There is a specific RCA template for Problem records triggered by RtOP
When the Root Cause has identified who creates a related Known Error Record?
Following Global Standard process, Problem records with Priority 1 need to have Roo
When Problem Record should be formally closed?
As soon as the diagnosis is complete, and particularly where a workaround has bee
Where are the known errors documented?
When to set priority P1 for a new Problem record?
All new Problem records are validated and approved by:
Which of the following are the primary goals of Problem Management? Select all tha
Which of the following are the primary goals of Problem Management? Select all tha
Problem Owner must assign Problem ticket with priority P1 or P2 to Root Cause Ow
What is the max. time for the Problem Owner to accept a priority P1 or P2 Problem t
Priority in a Problem record is set based on impact and urgency.
Who is responsible to investigate Root Cause and to document a workaround?
Proactive Problem Analysis could utilize data from various sources (including: Incident
During the Identify and Classify Problem procedure, the Problem Owner determines
In which situations should be created a Problem ticket? Select all that apply
In which situations should be created a Problem ticket? Select all that apply
The result of proactive analysis done in Problem Mgmt should be a reduction in the n
In which situations should a Problem ticket be created? Select all that apply
Select the correct role descriptions:
To relate an Incident, Change or Known Error record to a Problem, it's done under
A Problem record needs to be "Accepted" or "Approved" before
Who receives a notification when the Problem Record is closed? (HPSM)
Where do you document your Root Cause Analysis activities? (HPSM)
Where should the Problem Owner look to determine if the Problem Record has been
Where do you document Problem Task activities throughout the time you are worki
Where will you find the deadline for Task completion? (HPSM)
Which Menu Navigation option enables you to search for a Problem Task? (HPSM)
Which queue contains Problem Tasks? (HPSM)
Which step must you complete after you select the new Root Cause Owner Assign
Who does the Problem Owner notify when they reassign a Problem Record to a di
Changing the Impact or Urgency value may cause a change in the (Select all cor
Changing the Impact or Urgency value may cause a change in the (Select all cor
What Update Type must you select when updating the Problem Record to document t
Which of the following statements best describes the relationship of CIs to Task R
Where does the Root Cause Owner document the best solution? (HPSM)
A Problem becomes a Known Error when which of the following conditions are met?
A Problem becomes a Known Error when which of the following conditions are met?
Which of the following actions should you take when you document the root cause
When you reopen a Task, where do you document the reason that you are reopeni
Which of the following statements are correct about a Task whose status is Open
When should you reassign a Problem Record to a different Root Cause Owner (R
Which of the following statements describe the Root Cause Description? (HPSM)
Where can you find the list of CIs that are affected by the Problem? (HPSM)
Which of the following questions should be answered by the information in the Desc
Which of the following statements about the target dates are correct? (HPSM)
How do you move the Problem Record to the Problem Prioritization and Planning ph
If you submitted a Change request and the Change was not implemented, what actio
To decide if a Problem Record is valid, the Problem Owner determines whether or
What field identifies how responsibility for the Problem is splitted between the resp
When creating a Known Error Record from a Problem... How is the Target Solution
When opening a Problem record in OVSD. Which one of the following options appear
Working with a Problem record, if the Corrective Action requires a RFC to implem
When setting Problem record to status = "Root Cause Identified"? (OVS
The problem record is closed with the closure code "Not reproducible", if
If the origin of the problem is an incident or set of incidents, we can relate the as
The problem record is closed with the closure code "Unsolved", if either t
Once Change request is created as Corrective Action, on the main problem screen
When the root cause has been found, fully document the root cause in the field
A Problem record needs to be "Accepted" or "Approved" before
If the validation of the corrective actions implemented requires a monitoring phase,
Status Void is used for problem records that should not be part of the reporting as
A Problem record could be opened directly from an existing Incident or Service Call.
If Corrective Actions do not require an RFC, then the Root Cause Owner should us
Origin field is set to "Trending" for: (OVSD)
When the Root Cause Analysis has been carried out by Root Cause Owner and the fiel
When the name of the problem manager is entered into the Problem Manager field
Who is logging known Error/Corrective Action in Known Error Database?:
Which Problem Mgmt role is responsible to proactively analyze Incident history data
Which of the following activities is OUT OF SCOPE of the Problem Management pr
Which role communicates updates of the Problem Record details to the Delivery A
The main objective of the Problem Management process is ?
During the Identify and Classify Problem procedure, the Problem Owner determines
Which of the following statements describe the Primary CI?
Problem records with Priority 1 need to have Root Cause Identified within...?
The primary goal of Root Cause Analysis is to prevent reoccurrence of undesirable e
Following Global Standard Problem Mgmt process, which role is responsible to Clo
What is the first step you should take if the Problem reoccurs during the monitoring
Which of the following statements describe the Root Cause Description?
Problem Management has a Proactive role in using tools and techniques to spot poten
If the Request For Change (RFC) results are acceptable, who closes the Known Err
Before assign a Problem record to Root Cause Owners workgroup, the Problem reco
The creation of Known Error and Corrective Action in KEDB is done by:
This is not a normal assessment question. Your Action: Select the first answer below
This is not a normal assessment question. Your Action: Select the first answer below i
This is not a normal assessment question. Your Action: Select the first answer below
What does MTTR mean?
What is the relation of RTPA with other processes, like Change, Configuration and
What is the main purpose of the RTPA Process?
What are the benefits of RTPA SharePoint?
Identify the origin of incidents in the scope of CIH process.
When is RTPA required?
What would best describe the objective of CIH process?
How are the results in different RTPA Automation report areas/sections obtained?
What does RTPA ensure?
RTPA is complementary to
How and where is RTPA requested?
What is RTPA
What is the right set of KPIs dedicated to CIH?
The end user should be informed about the Incident status:
KPE card in ESL is maintained by
A case with an Urgency 1 - Critical and an Impact 1 - Enterprise has a Priority equals
For which type of incident the CIH (citical incident handling) process should be triggered?
Which of the following statements most accurately describes a Service Call assigned
Change Supervisors move changes from Planning to Schedule and from Implementat
HP Zero Tolerance for unauthorized changes policy states that:
The objective of Service Asset and Configuration Management is most accurately de
CIH (critical incident handling) process is applicable for:
Why it's important to open a ticket on a workflow tool to handle an Incident?
Shared Delivery standards require agents to make activity updates to an Incident ca
Is it possible to request multiple RTPAs in one SharePoint request?
What would best describe the objective of CIH (critical incident handling) process?
How are you notified of errors or missing information on a Change Record?
Which situation requires the ticket to be flagged as "RtOP Candidate"
Which technology does not comply for the RTPA Automation requirement
Which ITIL process is responsible to approve an installation of software to a
server?
How should the RTPA Automation report be used?
How should the RTPA Automation report be used?
How is RTPA Automation accessed and used?
New RtOP record in EON tool is created by:
AnswerText
Request for change
To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved
Change Management
after every Change
The change manager
Change Management
Change Manager
Change Management
Request Fulfillment Process
Standard, Normal, Emergency. Nature of the change.
Ongoing or concluded changes
Impact
Change Management
Include all change implementation activity where BestShore ITO is involved Standard (=routine) changes are excluded
Supervisor assigned to each change implementer to verify if implementation is done correctly
End Date/Time of Implementation
Any upcoming change implementation have to be tracked, minimum 1 business day before actual implementation
as much as needed
Routine Change
0
3- Minor impact
Correct
Pass/fail
Enter information into the Review Comments field on the review tab
Correct
Correct
General Tab
Correct
Minor, Significant, Major
Correct
Impact Assessment/Risk Analysis
Clicking on the Emergency checkbox
Incident/Problem Resolution
Test results tab
Determine the urgency
Change manager
1
0
Schedule Resources for Change implementation
Leading the planning and implementation phases associated to a change
Ensuring that the Change Management process is being adhered to for a given Customer
After every failed Change
Change Management
The change manager
Change Manager
Ensure all third party providing services comply with the change management process
1
Owner of the day to day operation of the Change Management process
0
1
Identifies and documents the business need of the change request
Serves as active member of CAB by evaluating risks
Ensures the impacted domain they are responsible for is aware of the changes
Owns the day to day operation of the Change Mgmt process
Verifies priority of Change is consistent with the defined impact and urgency
Documents and communicates CAB ageda and minutes
Convenes and chairs emergency CAB reviews
Ensures changes are compliant throughtout the process lifecycle
Leads and coordinates the planning, building, testing and implementation of a Change
Leads and coordinates the planning, building, testing and implementation of a Change
Verifies implementation plan is well documented
Ensures all parties associated with Change approval are identified and informed
The Requestor submits a Request for Change
Group of individuals who evaluate and approve changes
Ensure changes are assessed for risks avoidance prior to implementation
Emergency and urgent changes must be minimized and strictly adhered to the authorization requirement
The change was backed out
A sub-set of the Change Advisory Board who make decisions about high impact Emergency Changes
As much as needed
Change management
Global ITO SharePoint calendar
Change Supervisor
Cross-functional process for managing, coordinating and controlling changes within managed IT environment
Provide stability of IT environment
Proactively manage the customer's IT environment
The addition, modification or removal of anything that can affect the IT environment
Normal and Emergency
Any temporary or permanent change to the infraestructure with certain level of risk
This is the only reactive Change Type
They require CAB approval
Increases stability of critical services
Reduces the number and impact of failed changes
Reduces downtime via fast, efficient and successful implementation of changes
As much as needed
1
Ensure the change is implemented exactly as documented in the plan without improvising additional changes
Ensure all Configuration Items (CIs) are identified in the IT infraestructure
1
Change Supervisor
A group of individuals responsible for reviewing and formally approving Changes
As much as needed
Change Management
A change resulted of sudden loss of service, derived from an incident
A plan executed to restore a device to its original state after a failed change
This is the only pre-approved Change Type
Standard
Business critical incidents
A central database
A result of sudden loss or reduction of service, derived from an incident
Identify corrective actions in Post Implementation Review activities
The change was backed out
Change Management
Predefined and preapproved changes by the customer with low risk
Prevents failure to production systems
Implement Requests for Changes from corrective actions found in Root Cause Analysis
All members of the Change Supervisor Group, for Standard(Routine) and Emergency Change Records
Critical, High, Average, Low
One
Reason for change, impact, urgency
CAB Approver
CAB Approval Date
Global templates are available to all customers.
Description and change detail
Impact Analysis/Risk Assessment
The planned start and planned end dates
An error that appears when you try to save the record
The person who opens the Change Record.
Yes
Enterprise, Multiple users
Correct
Yes
Yes
CI attribute value can not be updated
Yes
Change Requestor
Impact
Initial
Correct
No
Correct
Approvals are secured
Post- Validate the change
An approved change
No
Click on File -> New -> Change
0
Closure code, status, actual finish
1
Completed first attempt
0
Initial Authorization
Impact
Yes
Screens RFCs for impact and category, before assessing organizational impact
Review implemented Changes to ensure that they have met their objectives
Change Supervisor
Minimum standard criteria for each change throughout all phases
It was backed out
Change Supervisors
Ensure all changes are recorded, amanged, testes and implemented in a controlled manner
Changes to resolve or prevent critical incidents
1
0
1
It affects multiple customers
Yes
Yes
Yes
Standardized methods and procedures are used for efficient and prompt handling of all Changes
Yes
Yes
Yes
Yes
Yes
1
Change Manager
Reduced number of failed changes
Low Impact; Low Risk; Simple repeatable instructions
Storage, Server
ESL Audit Tool
The CI that exists in ESL more than 20 days but is not assigned to any customer, thus is invisible to customer reports.
Management and planning ==> Identification of CIs ==> Maintain and control CMDB ==> Status Accounting and R
Configuration Item owner
ESL Audit Tool
Read, Modify
Admin, myESL
Net / HW Tab
in General TAB
Contract bewteen Delivery and Account
myESL is interface in ESL. This gives us view on all objects which user owns, and contains global search in CIs, organi
Delivery Lead
Incident Management L1 Incident Management L2
Incident Management L3 Service Level Management
only 1 Technical Owner per server or 1 Delivery Instance Owner per Instance. it always has to be HP person, not team p
Configuration Manager
no, this server is in build process
all teams: GOC SK DB CC GOC SK DB TS GOC IN DB DTS
ESL Audit Tool
Server, Storage
to GOC SK DB TS
CMDB Accuracy(compliance), and Volume reports
Change Management
Change & Release Management
All of the above
All of the above
D - it has audodiscovery, reporting possibility, history tracking, possible to make audits + possible integrations
All of the above
ESL (Enterprise System List)
Configuration Item Owner
CMS is Configuration Management System. it can contain 1 or more databases - CMDBs. there are stored all information a
Configuration Coordinator
To define and control the components of services and infrastructure and maintain accurate configuration records
Change & Release Managemen
All four
all four of them

Number of CIs supported (how many CIs does the team support, how many CIs does account support) ?
Audit compliance - does CI has all minimum mandatory information?
Data Owners and Data Consumers
The Configuration Management Database (CMDB) - like ESL for example
Configuration Management manages information about services and its components (infracstucture...etc). Thus configu
CMDB is database, where all CIs and their relationships are recorded. for example: ESL, Redfish, Excel, MS Access,
CMDB is part of CMS (Configuration Management System)
It provides insight regarding critical dependencies, backup and recovery points of CIs to enable an organization to make
Any supported component of the infrastructure or service that is in scope of config management.
Configuration Item owner
No. If you want to do Incicent or Problem Management you need to have basic information so that you are able to delive
RTPA - Release to production acceptance - this process checks mandatory information, which must be available to support
Person whop holds the role of CI owner, if not defined then Delivery Lead
to find this out you need to go to another CMDB tool like ESL.
Yes, according to configuration management process, each CI must have an Owner who is responsible for keeping the inform
CI Data Consumer Configuration Coordinator Configuration Item Owner (CI Owner) Configuration Manager Roles are defin
All of the above.
An asset, service component or other item, that is / will be under the control of Configuration Management.
CMDB is database, where all CIs and their relationships are recorded. for example: ESL, Redfish, Excel, MS Access,
CMDB is part of CMS (Configuration Management System)
Configuration Item Owner is a person who owns Configuration Item. It always must be 1 person. CI owner may own for exa
Number of CIs supported (how many CIs does the team support, how many CIs does account support) ? + audit compli
P1
all of the above
all of the above
Degraded Server, Service or Service functionality
Significant loss of $$, reputation, risk to life/limb, or legal exposure.
95%
Choose Fix Type, appropiate Closure Code, type the solution into solution box, click on save button
User not present
a P1 Service Call to a Level 2 Team
all of the above
All of the above
as the conditions of an Incident change
P1
all of the above
95%
closing a case opened by the Automation Bus.
none of the above
created until it is assigned to the first agent
Check the case history to ensure that no new correlated events have been produced.
15 minutes
4 hours
1 hour
24 hours
2 hours
24 hours
48 hours
an Incident Case is created.
an Incident case is assigned to its first resolution agent
an Incident Case is created
an Incident case is resolved
80%
transfer the case to a lower level team
None of the above
Age of the application or server experiencing an Incident
Total loss of a Server, Service or Service functionality
Some degradation of service performance or service functionality
A question or request concerning a supported service
Politely decline the request and refer them to their Account Delivery Manager
all of the above
all of the above
all of the above
a customer to provide information needed to resolve a case
all of the above
Wait until DTS Teams business hours start to Elevate the Case
Wait until DTS Teams business hours start to Elevate the Case.
linked to a master case
Problem
The Customer is contacted to confirm their satisfaction with the solution
an email
the agent is waiting on work to be completed by another HP Delivery Team
none of the above
all of the above
P1 or P2 Service Calls
Always transfer the case back to the team that has had it before
all of the above
All of the above
ITO case is created
Both Impact and Urgency fields
When all conditions above are met
Average
High
Critical
Pending customer
Work in Progress
Time to Resolve has reached 75% of deadline
Out of Scope
User Closure
A case produced from a customer originated Service Call can be classified and handled as a duplicate case
all of the above
All of the above
15 minutes
Add a clear reason for the impact change on the Case Log
60 minutes
Pending
1
50% to deadline
8 hours
24 hours
48 hours
Closed
2 hours
All duplicate cases are set to "VOID" as well
Average
all of the above
all of the above
All of the above
The case is closed by the first workgroup whitout transfering to another workgroup
A case assigned by my team is transferred to a different center on the same level
All of the above
Lack the necessary system or application access rights
an email
an Incident Case is created
All of the above
Transferring case to a lower support level
The case is not included on metrics reports
On the Assessment tab
All of the above
1
Investigation tab
Problem Investigation and Diagnosis
Investigation tab
1
Problem Owner
Problem Owner
Yes
1
Problem Manager
Problem Manager
1
Related records tab
1
Affected Sites tab
0
Identifies problems and their root causes.
Identifies solutions that eliminate the root causes.
1
Schedule a Problem Owner Review
Review the status of the Problem Record Root Cause Analysis with the Problem Owner
When the related Change is closed
All of the above.
All of the above.
It includes step-by-step instructions for implementing the solution

All of the above
It passes to Change Management who oversees implementation of the Change
Review the related Problem Record to see if any Incident Records have been related to it
Problem Owner
1
Yes
Yes
1
Yes
All of the above.
Re-evaluate the root cause and solution
Identify another best solution
Reactive
Proactive
Less or equal than 60 calendar days.
Less than or equal to 21 calendar days.
1
Root Cause Owner
5 days
When any change has been completed (and successfully reviewed), and the resolution has been applied
Yes
in the KEDB
Problems with real service interruption or directly impacting the customer.
Problem Owner
Prevent incidents and problems from reoccurring.
Reduce the number of incidents and problems that occur by indentifying their root causes.
1 business day
1 business day
1
Root Cause Owner
1
Reassign the Problem Record to the correct workgroup.
Severity 1 incident with RtOP engaged.
Re-occurring incident.
1
All answers are correct.
"Related Records" tab
Problem Owner
Problem Initiator
On the Activities tab
The Classification section of the Problem Detail tab
Current Update field
In the Due Date field
Search Problem Tasks
The Problem Task queue
Log the action into the Activity Log.
All of the above
Priority
Resolution Target Date
Solution identified
A Task can be created only for a CI specified in the Problem Record

In the Solution field
The root cause has been identified
Optionally, a workaround has been identified
All of the above
By adding an activity update
The assignee has not taken ownership of the task
When a member of the RCO Assignment Group notifies you that the Problem has been incorrectly assigned to the grou
It provides a detailed description of the root cause
On the Assessment tab
All of the above
They must be a date in the future
Click the Next Phase button in the Editor toolbar
Contact the Change Supervisor
All of the above
Split
Service Manager populates it from the Problem Record
Trending
Relations tab
When the Root Cause Analysis has been carried out by Root Cause Owner and the field Root Cause is filled with informa
0
Related Incidents / Service Calls / Changes section of the Relations tab page
1
0
Root Cause field of the problem record
Problem Owner
Monitoring
1
Results of the Problem Analysts incident history trends.

1
Root Cause Owner
Problem Analyst
Implementation of solutions identified by the Problem Management process.
Problem Owner
To reduce the number of Incidents and Problems by identifying root causes of the Incidents and Problems
Reassign the Problem Record
It identifies the primary component that is impacted by the problem
5 days
1
Problem Owner
Re-evaluate the root cause and solution
It provides a detailed description of the root cause
Yes
Problem Owner
Problem Owner
Root Cause Owner
Yes, this assessment did not have an appropriate "Configuration Management" section for me. Give me my p
Yes, this assessment did not have an appropriate Role option for me. Give me my points.
Yes, this assessment did not have an appropriate "Workflow Management" section for me. Give me my point
Mean Time to Restore - average downtime orhe the number of evaluated P1 RtOPs.
It is an addition to the processes

To ensure the centers are ready to provide the expected level of support before the CIs move to production
It is the single repository for all RTPA requests for all sites, all customers; it uses automatic workflow notifications
All mentioned answers.
When moving new CIs to 1st or 2nd level delivery at a Best Shore ITO Delivery Center
All mentioned answers.
ACF RTPA area uses ACF data available in ESL, all other areas use ESL data audit reports
Tickets are generated for production CIs only
RTP, MTP and BTR
Triggered by the RTPA Requestor via logging a new request on the RTPA SharePoint
Release to Production Acceptance
MTTR, Downtime and P1 RtOPs count.
Incident Lifecylce Coordinator is engaged at 75%
Every time there is any change to the status
Production Service Manager (PSM) or Account Delivery Manager (ADM)
Critical
For any P1 incident happening on CI that belongs to KPE/if KPE is not defined for the customer then for any P1 incident where
A question or request concerning a supported service
Yes
Emergency and urgent changes must be minimized and strictly adhered to the authorization requirement
To define and control the components of services and infrastructure and maintain accurate configuration records
BSS DO and GOC
To keep record and track all relevant information to the Incident
No; only one technology per one RTPA request
All mentioned aswers.
all of the above
An error that appears when you try to save the record
When all conditions above are met
Change Management
RTPA Requestors ensure report is Green or Gray and provide ETP, RA or BCJ documents for Red/Yellow results
RTPA Coordinators and RTPA Admins review the report to make sure they have all RTPA-prerequisites fulfilled before proceedi
Via RTPA Portal URL link heading to ESL-integrated web interface requiring ESL credentials
Crisis Management team or Production Environment Manager (PEM)
Correct
x
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Full visibility of all requests
P1 incident where is a high risk or certain Customer Business Impact confirmed
ed before proceeding with the request

Process

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QuestionID

Assessment Full Name

ITO DO ITIL Process>Change Manage

ITO DO ITIL Process>Change Mana

ITO DO ITIL Process>Change Manage

ITO DO ITIL Process>Configuration

ITO DO ITIL Process>Incident Manag

ITO DO ITIL Process>Incident Mana

ITO DO ITIL Process>Problem Manag

ITO DO ITIL Process>Problem Mana

The Change Approver:

When a Change Record is created in HPSM, notifications are sent to:

There are strong links between Configuration Management and

An incident can be related to a service call without a master/duplicate relationship.

Which of the following statements best describes the solution description?

all four of them

It includes step-by-step instructions for implementing the solution

A Task can be created only for a CI specified in the Problem Record

Results of the Problem Analysts incident history trends.

It is an addition to the processes

Full visibility of all requests

P1 incident where is a high risk or certain Customer Business Impact confirmed

ed before proceeding with the request

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