ITIL 4 Specialist PIC

In which step of the ‘incident handling and resolution’ process does the service desk agent confirm that the user query refers to an incident?

• Incident classification

• Incident detection

• Incident registration

• Incident diagnosis

Which of the following statements provides the BEST reason for applying a workaround?

• It is impossible to find a systemic solution for an incident

• The incident requires an immediate coordinated resolution

• The incident requires quick restoration of normal operation

• There are no automated resolution procedures available

An organization is implementing a new service configuration management system. How will incident management practice benefit from it?

• The system will help to detect incidents

• The system will help manage incident records

• The system will help to diagnose incidents

• The system will help to collect user’s feedback

What is considered an incident?

• Inability to assign resources to all tasks in the backlog

• Reduction in the quality of a service

• Planned interruption to a service

• End-users having to use self-help tools

What practice enables the early detection of incidents?

• Monitoring and event management

• Problem management

• Service request management

• Knowledge management

An organization operates in several markets and has many services provided collaboratively

with their partners. The organization has adopted modern methods of development for its

products and aims to quickly respond to changing requirements of the customers. It has

recently become apparent that incident resolution time increased, sometimes exceeding the

agreed targets. An incident review also showed an increase in the number and duration of

transfers between the technical teams.

What is the BEST approach to improving incident handling in this instance?

• Ensure only internal teams take part in incident resolution

• Group technical specialists by product or service

• Ensure only external teams take part in incident resolution

• Design significant rewards for individual technical specialists

The organization is in the process of improving their incident management practice. They

want to become better at demonstrating business value. Which of the following options is the BEST to use in order to achieve their objective?

• Use swarming to optimize resolution of unusual, complex, and major incidents

• Use dashboards and reports to communicate service performance to internal and

  external stakeholders

• Leverage automation tools to manage knowledge and to automate solutions, where

  possible

•  Develop incident models and reuse known resolutions

Which statement about the third-parties role in incident management is

CORRECT?

• Third parties should be excluded from incident management activities

• Incident models should define third parties’ involvement in incident management

• Incident management activities should be delegated to third parties as much as possible

• Interactions with third parties during incident management should be formalized as

  much as possible

What is NOT a potential reason for registering an incident?

• The customer is unhappy with the service level agreement

• Users perceiving the situation as abnormal

• Service level agreement is breached

• A specialist thinks that the service is not operating normally

The service management team is analysing different practices, products, and services to

map relevant value streams for further improvements. They are currently looking at the

incident management value stream and are trying to identify waste.

Which of the following is the BEST step for analysing information to find waste?

• 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