6.
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 :
| Option B is the definition of an incident given in the ITIL framework. Option A refers to an event, and Option C is a diagnosed problem. |
7.
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 :
| The incident should not be closed until the user confirms that the service has been restored. |
8.
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 :
| Option B does not restore the service to the agreed level or provide a workaround; the other options do this. |
9.
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 :
| Option C is the definition of normal service operation given in the ITIL framework. Normal service operation is what the customer should expect because both sides have agreed on it in the SLA. |
10.
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 :
| These are called incident models. A model is a repeatable way of dealing with a particular item, in this case a particular type of incident. It defines steps to be taken to resolve the incident along with timescales and escalation points. This speeds up logging and improves consistency. |
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