Week 6 Review Questions 1. True or False. Solving an incident involves determining its root cause. Explain your answer. 2. Define the term root cause. 3. Explain the relationship that exists between processes and procedures. Processes define what task to do and a procedure describes how to do the task. 4. Draw the symbol that represents a task in a flowchart. 5. Draw the symbol that represents a decision point in a flowchart. 6. List and briefly describe the basic activities that the incident and problem management processes have in common. 7. A(n) __________ is a sign or an indication that an incident has occurred. 8. Why do most companies distinguish between incidents, questions, and inquiries? 9. List two types of data you must gather before you can begin diagnosing an incident. 10. What are two ways that a short incident description is used? 11. Briefly describe the items that should be included in a detailed incident description. 12. What are you trying to determine when diagnosing an incident? 13. List three benefits that are derived by asking questions. 14. List two ways that service desks provide analysts with the ability to simulate their customers' actions. 15. Describe two situations in which you may not be able to use diagnostic tools. 16. Why is it important to determine the correct probable incident source? 17. What typically dictates the target resolution time of an incident? 18. Why is incident management referred to as a \"closed loop process\"? 19. True or False. The incident owner is the person who develops and implements the solution to an incident. 20. What can happen if no one takes ownership of an incident? 21. When can incident notification occur? 22. What are the goals of management notification? 23. What are the goals of customer notification? 24. What are two things that service desk analysts can do to build a strong relationship with their level two support groups? 25. What are two things that level two support groups can do to build a strong relationship with the service desk? 26. What three questions must be answered \"Yes\" before an incident can be closed? 27. List three ways you can help eliminate incidents when you work in a service desk. 28. True or False. Brainstorming involves identifying only the best ideas. Explain your answer. 29. What does an Ishikawa diagram display? 30. What are two ways that service desk analysts benefit when prob