文档介绍：Exam : EX0-100
Title : ITIL Foundation Certificate in IT Service
Management
Ver :
EX0-100
QUESTION 1:
The essful diagnosis of a problem results in a Known Error. On the basis of this
Known Error a Request for Change may be raised.
When can the Known Error be closed?
A. When a review of the change has led to a satisfactory result.
B. When incidents related to the Known Error do not occur any more.
C. When the proposal for change is lodged with Change Management.
D. When the Request for Change is authorized by the Change Advisory Board.
Answer: A
Explanation: Error Control is the process of monitoring and providing solutions for
known errors until they are resolved. Error Control contains the following
activities:
Known Error Identification and Recording - Once the root cause has been determined,
the problem status changes to known error. A workaround is developed to feed back to
Incident Management to handle further incidents that occur before a final solution is
implemented. The known error definition can also be sent to the known error database to
be used in the matching process.
Solution Investigated - An assessment is performed on what will be required to resolve
the known error. This activity could consist of cross-functional teams to weigh different
solutions on various criteria including costs and benefits.
Defining Solution - A final solution is developed and a Request for Change (RFC) is
made via the Change Management Process.
Problem Evaluation and Review - After the change has been implemented, a Post
Implementation Review (PIR) is performed to evaluate the ess of the solution and
associated changes
Closure - Assuming the problem review declares the solution as essful, the problem
is finally closed.
QUESTION 2:
When anization decides to control the flow of incident information within the
anization, which ITIL process would it be putting in place?
A. A