ITIL 4 - Incident Management Practice

Which is NOT a key metric for the practice success factor 'resolving incidents quickly and efficiently'?. Time between incident detection and acceptance for diagnosis. User satisfaction with incident handling and resolution. Percentage of incidents resolved before being reported by users. Percentage of incidents detected via monitoring and event management.

Which of the following is crucial for the effectiveness of the incident management practice?. The number of incidents resolved. The length of time spent on each incident. The quality of information used. The speed of resolution.

When does the service desk agent confirm if a user query refers to an incident in the 'incident handling and resolution' process?. Incident classification. Incident detection. Incident registration. Incident diagnosis.

What activity involves determining the category or type of incident based on its characteristics?. Incident registration. Incident classification. Incident diagnosis. Incident resolution.

Which metric reflects the practice success factor of continually improving the incident management approaches?. Time of diagnosis. Average of incidents resolved using problem templates. Balance between speed and effectiveness metrics for incident resolution. Percentage of incidents resolved automatically.

What is NOT a formal closure procedure in the incident closure step?. User confirmation of service restoration. Resolution price calculation and invoicing. Incident diagnosis. Incident review.

What is the next step in the incident handling process if the automated solution for an incident is ineffective?. Escalate the incident to higher-level teams. Perform incident classification. Communicate incorrect CI association to configuration control. Implement a joint technique like swarming.

What's the BEST reason for applying a workaround?. Impossible to find a systemic solution for an incident. Incident requires immediate coordinated resolution. Incident requires quick restoration of normal operation. No automated resolution procedures available.

What is a key output of the incident handling and resolution process that provides details about the incident, its resolution, and other relevant information?. Incident records. Incident reports. Change requests. Restored CIs and services.

Which term is defined as a set of interrelated or interacting activities that transform inputs into outputs, with a defined sequence of actions and dependencies?. Service Level Agreement (SLA). Process. Procedure. Value Stream.

What does ITIL 4 recommend organizations to do in the context of incident management and value streams, in "the incident resolution value stream"?. Rely solely on incident management for restoring normal service. Ignore the value streams and focus on individual practices. Examine how they perform work, map value streams, and eliminate wasteful activities. Limit the analysis to the incident management practice without considering the overall value chain.

For analyzing information to find waste in the incident management value stream, what is the BEST step?. Reflect on the value stream map. Do the service value stream walk. Identify the scope of the value stream analysis. Map the activities and the information flows.

Which of the following is a key input to the incident handling and resolution process?. Change requests. Incident records. Capacity and performance information. Problem investigation requests.

Which capability criteria supports the practice success factor of 'resolving incidents quickly'?. Effectiveness of incident resolution is regularly reviewed and continually improved. Effectiveness of the incident management approach is measured and reported. Information about detected incidents is traced and managed in an integrated information system. Effectiveness of incident detection is regularly reviewed and continually improved.

What additional characteristic distinguishes major incidents, especially in systems designed for high availability usage?. High occurrence of single failures. Rapid and automatic detection and resolution of failures. Limited impact on business operations. Lack of coordination required for resolution.

Which statement accurately reflects the application of metrics in the incident management practice?. Metrics should be universally applied without considering specific incident types or contexts. Aggregating metrics into complex indicators is discouraged for ongoing value stream management. There is a single best solution for metrics, independent of the organization's service strategy. Metrics should be context-specific, considering incident types, services, specialist groups, or periods of time.

Who are the responsible roles for incident detection, and what is their associated competency profile?. Supplier - T. Technical Specialist, Users - TC. Incident Manager, Service Desk Agent - ACT. Incident Manager, Technical Specialist - T.

What specific skills are required for the activity of incident resolution?. Understanding of methods and procedures. Understanding of ITSM tools and procedures. Good knowledge of incident models. Knowledge of service design and resource configuration.

How does incident management typically interact with other value streams, as explained in 3.2.2.2 Incident management in other service value streams?. Incident management actively leads and directs other value streams. Incidents occurring in other value streams trigger the restoration of normal operation within the respective value stream. Incident management takes over control of all value streams during incidents. Other value streams are isolated from incident management activities.

How does swarming in the incident management practice differ from traditional approaches in terms of physical meetings and engagement?. Swarming requires extensive physical meetings, involving a large number of people. Swarming involves experts working alone to complete experiments and design scripts without the need for physical meetings, utilizing the correct people rather than a great number. Traditional approaches rely on engaging a great number of people, while swarming utilizes physical meetings for effective engagement. Swarming and traditional approaches are similar in terms of physical meetings and engagement.