ITPEC IP April 2023 Question 59

Topic: Service ManagementAlso asked in Spring 2020

In a certain IT service, four (4) priority levels are set for system changes: urgent, high, medium, and low. Among the proposed system changes, which of the following is the change that should be classified as “urgent”? Here, regular release is scheduled at the end of each month.

PriorityDescription
UrgentFixing problems that pose a risk to human life or greatly reduce the ability to provide important public services, and that call for immediate response
HighFixing problems that have a severe impact on several important users, or have an impact on many users, and that call for prompt response
MediumFixing problems that do not have a severe impact, but cannot be postponed until the next regular release
LowItems for which change is required, but can be released at the next regular release

Explanation

Measures for faults in the disaster information system used to decide on evacuation advisories — a fault there puts human lives at risk and weakens an important public service.

Match each change against the table. Urgent requires a risk to human life or a large loss of an important public service, calling for immediate response. If the disaster information system gives wrong data or none, evacuation advisories may be issued late or wrongly and people may be harmed, so the fix cannot wait even for a prompt response: it is urgent.

Answer (c)

Why not others:

  • •(a) — improving a supplementary lookup screen for a service launching in two weeks has a deadline, but no life or public service is at stake; at most medium, if it cannot wait for the month-end release
  • •(b) — failures of an electronic conference system with many corporate users have an impact on many users and call for prompt response: high, not urgent
  • •(d) — a bug fix that can be completed by next month's processing date can go out with the regular release: low

Key rule: Change priority is set by impact and urgency together; urgent is reserved for threats to life or essential public services, and whatever can wait for the regular release is low.

Service Management · AI-written, may contain errors

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