51.
Which is the best description of an incident?
- A.An event that has significance and impacts the service
- B.An unplanned interruption to an IT service or reduction in the quality of an IT service
- C.A fault that causes failures in the IT infrastructure
- D.A user error
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| This is the ITIL definition. Option A could be describing an incident, but option B is a clearer definition. Option C describes a problem, not an incident. |
52.
When should an incident be closed?
- A.When the technical staff members are confident that it will not recur
- B.When desktop support staff members say that the incident is over
- C.When the user confirms that the service has been restored
- D.When the target resolution time is reached
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| Option A describes when a problem, not an incident, should be closed. Option B is incorrect, because the user must agree before the incident is closed. Option D is incorrect because there is no mention of a resolution. |
53.
Which of the following is not a satisfactory resolution to an incident?
- A.A user complains of poor response; a reboot speeds up the response.
- B.A user complains of poor response; second-line support runs diagnostics to be able to monitor it the next time it occurs.
- C.The service desk uses the KEDB to provide a workaround to restore the service.
- D.The service desk takes control of the user’s machine remotely and shows the user how to run the report they were having difficulty with.
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Incident resolution is about restoring the service; option B is a problem management activity and does not help the user at the time. The other options all attempt to overcome the issue for the user. |
54.
Incident management aims to restore normal service operation as quickly as possible. How
is normal service operation defined?
- A.It is the level of service that the user requires.
- B.It is the level of service that the technical management staff members say is reasonable.
- C.It is the level of service defined in the SLA.
- D.It is the level of service that IT believes is optimal.
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| This is the ITIL definition. Normal service is that agreed on and documented within SLAs or contracts. |
55.
A service management tool has the ability to store templates for common incidents that
define the steps to be taken to resolve the fault. What are these called?
- A.Major incidents
- B.Minor incidents
- C.Incident models
- D.Incident categories
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| This is the ITIL definition of an incident model. |
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