True or False. Solving an incident involves determining its root cause. Explain your answer
Please read the book chapter 6-9, and answer the questions. Write one page for each chapter.
Chapter 6: Read chapter 6, and answer the review questions 1-10.
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.
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?
Chapter 7: Read chapter 7, and finish the hands-on project 7-3.
3. Learn how data are captured and used. Go to the Web site of one of the popular incident
management systems listed below. Download and install a demonstration or trial version of the
system to learn more about data ﬁelds captured by service desks. Explore the Web site and
a demonstration version of the system you select, and then prepare a table or spreadsheet that
shows what data ﬁelds the system collects for each of the data categories: Customer data, incident
data, status data, and resolution data. Also, provide a paragraph or two describing how the data are
used—for example, the types of reports that can be created, the types of metrics that can be
produced, the types of knowledge base searches that can be performed, and so forth.
Chapter 8: read chapter 8 and answer the discussion questions.
1. Many people believe that because they have played on a sports team for years, they know how
to be a team player at work. Is this a fair comparison? As a prelude to this discussion, consider
taking the “Team Player Assessment”
2. There is an old expression: “One bad apple spoils the bunch.” Discuss traits that can get in the
way of teamwork, such as negativity and insecurity. Develop a list of techniques you can use to
deal with negative, insecure, and otherwise difficult people.
3. A common belief is that to achieve a consensus, someone must win and someone must lose.
Another belief is that the majority rules, whether or not everyone on the team has been heard. Are
these beliefs valid? Discuss the characteristics of a consensus decision and discuss ways to
achieve a consensus in a team or life setting.
Chapter 9: Read chapter 9, and finish the hands-on project 9-3.
3. Assess your stress management skills. Using the list of stressors you identiﬁed in Hands-on
Project 9-2, assess the effectiveness of your current efforts to manage stress in your life by
answering the following questions:
a. Am I doing all that I can do to control the effect that this stressor has on my life?
b. Am I choosing to be exposed to this stressor?
c. What changes, if any, can I make to (i) the situation and
(ii) My response to the situation that will result in less stress?
d. What, if anything, can I do about an identiﬁed stressor (such as moving or starting a new job) to
reduce its effect on me?
e. Can I reduce the stress I am experiencing by eliminating negative phrases and demonstrating a
positive, can-do attitude? (Consider your answers to Hands-on Project 1-7 when answering this
Given what you have learned in this chapter, what conclusions can you draw about your stress
|Academic Level||High school|
|Paper Type||Answer questions/projects|
|Number of Pages||4 Page(s)/1100 words|