HSA 4191 QUIZ #6 QUESTIONS AND ANSWERS
Which of the following statements regarding unplanned work is NOT true? - CORRECT ANSWER✅✅The
key difference between low- and high-performing HIT departments concerning unplanned work is that
low-performing HIT departments put in place holistic controls and processes whereas high-performing
departments utilize silos based methodology with little to no formal cross-functional controls or
processes.
Which of the following provides a framework of best practice guidance for HIT service management and
is the most widely used and accepted approach in the world? - CORRECT ANSWER✅✅ITIL
Which of the following statements concerning IT service desks are NOT true? - CORRECT ANSWER✅✅IT
service desks address only malfunctions and incidents.
Within incident management there are three levels of support services. Which of the following options
correctly matches level and the type of help provided at that level? - CORRECT ANSWER✅✅First level-
handles the most routine, recurring incidents, such as resetting a user's password
Second level-requires a lot of expertise and training; may require a technician to go physically to the
user's location
Third level-handles the most difficult and unique problems and often must perform deep root-cause
analysis
Which of the following has the main goal of ensuring that either new software or new hardware being
added to a live environment has been built and tested to ensure that it is put into service without
causing negative impacts. - CORRECT ANSWER✅✅Release management
Which of the following categories of management has the goal of minimizing the adverse effect of
incidents and problems on the business that are caused by errors in the infrastructure and to prevent
the occurrence of incidents, problems, and errors proactively. - CORRECT ANSWER✅✅Problem
management
Contrary to what is most beneficial to the majority of organizations, only the most progressive
organizations are adopting best practices in HIT service management; many HIT departments continue
to rely on informal, error-prone processes. - CORRECT ANSWER✅✅True
Which of the following statements regarding unplanned work is NOT true? - CORRECT ANSWER✅✅The
key difference between low- and high-performing HIT departments concerning unplanned work is that
low-performing HIT departments put in place holistic controls and processes whereas high-performing
departments utilize silos based methodology with little to no formal cross-functional controls or
processes.
Which of the following provides a framework of best practice guidance for HIT service management and
is the most widely used and accepted approach in the world? - CORRECT ANSWER✅✅ITIL
Which of the following statements concerning IT service desks are NOT true? - CORRECT ANSWER✅✅IT
service desks address only malfunctions and incidents.
Within incident management there are three levels of support services. Which of the following options
correctly matches level and the type of help provided at that level? - CORRECT ANSWER✅✅First level-
handles the most routine, recurring incidents, such as resetting a user's password
Second level-requires a lot of expertise and training; may require a technician to go physically to the
user's location
Third level-handles the most difficult and unique problems and often must perform deep root-cause
analysis
Which of the following has the main goal of ensuring that either new software or new hardware being
added to a live environment has been built and tested to ensure that it is put into service without
causing negative impacts. - CORRECT ANSWER✅✅Release management
Which of the following categories of management has the goal of minimizing the adverse effect of
incidents and problems on the business that are caused by errors in the infrastructure and to prevent
the occurrence of incidents, problems, and errors proactively. - CORRECT ANSWER✅✅Problem
management
Contrary to what is most beneficial to the majority of organizations, only the most progressive
organizations are adopting best practices in HIT service management; many HIT departments continue
to rely on informal, error-prone processes. - CORRECT ANSWER✅✅True
