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.