CIM Root Cause Analysis & Problem Management 3

Question 1

A known error differs from a problem in that a known error:

Accepted Answer

Has a documented root cause and a known workaround or fix

Answer

A known error is a problem for which the root cause has been identified and a workaround or permanent resolution has been documented.

Question 2

Which of the following best describes the '5 Whys' technique's main limitation?

Accepted Answer

It can lead to a single linear causal chain, missing multiple contributing factors

Answer

The 5 Whys can oversimplify complex problems by following one causal path, potentially missing parallel or systemic contributing factors.

Question 3

What role does the Known Error Database (KEDB) play in incident management?

Accepted Answer

It provides the service desk with documented workarounds to resolve incidents faster

Answer

The KEDB allows the service desk to quickly apply documented workarounds from previous problem investigations, reducing incident resolution time.

Question 4

When prioritizing problems, which two factors are most commonly used?

Accepted Answer

Impact and urgency

Answer

Problem priority is typically determined by combining impact (scope of business effect) and urgency (speed at which resolution is needed).

Question 5

An organization experiences a major outage caused by a misconfigured firewall. Which RCA method would best model the logical conditions that led to the failure?

Accepted Answer

Fault Tree Analysis

Answer

Fault Tree Analysis models logical relationships between events using boolean gates, making it well-suited for analyzing technical failure chains like misconfigured infrastructure.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM Root Cause Analysis & Problem Management 3