QUESTION: 57

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

Answer(s): B

Explanation:

In the incident handling and resolution process, the service desk agent confirms that a user query refers to an incident during the incident detection step. This step involves recognizing that an issue reported by a user is indeed an incident that requires further investigation and classification.

Incident classification (Option A) happens after detection and involves categorizing the incident. Incident registration (Option C) involves logging the incident once it is confirmed. Incident diagnosis (Option D) occurs later, during the troubleshooting phase.

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QUESTION: 58

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

Answer(s): C

Explanation:

A workaround is a temporary solution used to restore service or reduce the impact of an incident when the root cause cannot be immediately resolved. The primary reason for applying a workaround is to restore normal operations quickly while a more permanent solution is being sought. ITIL 4 emphasizes that workarounds are used to mitigate the impact of an incident and restore service to users as quickly as possible.
Quick Restoration of Normal Operation (Answer C - Correct): The best reason for applying a workaround is to restore normal service quickly when a full resolution isn't immediately available. This aligns with the purpose of Incident Management, which is to minimize the impact on users by restoring service as fast as possible.
Systemic Solution Not Possible (Answer A - Incorrect): While a workaround may be applied when a systemic solution is not immediately available, this is not the main reason for its use. The key objective is the quick restoration of service.
Immediate Coordinated Resolution (Answer B - Incorrect): A workaround is typically used when a coordinated, full resolution is not immediately possible. It is a temporary fix rather than a final coordinated solution.
No Automated Procedures (Answer D - Incorrect): The availability of automated resolution procedures does not determine the use of a workaround. Workarounds are used when quick, temporary solutions are needed to restore service.

Reference:

Incident Management Practice: The use of workarounds is part of Problem Management, and they are implemented to quickly restore service and reduce the impact on users.

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QUESTION: 59

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

Answer(s): C

Explanation:

A Service Configuration Management System (CMS) or Configuration Management Database (CMDB) stores detailed information about the configuration items (CIs) and their relationships. This data is crucial for diagnosing incidents by providing insight into which components may be causing or affected by an incident.
Diagnosing Incidents (Answer C - Correct): A CMS helps Incident Management by providing valuable data about the configuration items involved in an incident. By understanding the relationships between different components, the system can help identify the root cause of incidents more effectively.

Detecting Incidents (Answer A - Incorrect): Incident detection is typically handled by monitoring tools rather than the CMS. The CMS supports diagnosis but does not directly detect incidents. Managing Incident Records (Answer B - Incorrect): Incident records are typically managed in an IT service management (ITSM) tool.
While the CMS contains valuable configuration data, it is not primarily used to manage incident records.
Collecting User Feedback (Answer D - Incorrect): The CMS is not used to collect user feedback. Feedback is typically gathered through the Service Desk or other user interaction systems.

Reference:

Incident Management Practice: The CMS provides essential data for diagnosing incidents by giving a clear picture of the affected configuration items and their interdependencies.

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QUESTION: 60

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

Answer(s): B

Explanation:

An incident in ITIL 4 is defined as an unplanned interruption to a service or a reduction in the quality of a service. Incidents impact the normal functioning of a service, and the goal of Incident Management is to restore normal service operation as quickly as possible. Reduction in the Quality of Service (Answer B - Correct): Any reduction in service quality, such as slow performance or degraded functionality, is considered an incident. This aligns with the ITIL definition of an incident as an event that impacts service delivery. Inability to Assign Resources to All Tasks in the Backlog (Answer A - Incorrect): This describes a resource management issue, not an incident, as it does not directly relate to a service interruption or quality degradation.
Planned Interruption (Answer C - Incorrect): Planned interruptions, such as maintenance, are not considered incidents. Incidents are unplanned disruptions or degradations. End-Users Using Self-Help Tools (Answer D - Incorrect): Self-help tools are part of normal service operation and do not constitute an incident. An incident occurs when there is an unplanned disruption or degradation in service.

Reference:

Incident Management Practice: Incidents are unplanned interruptions or reductions in service quality that require prompt attention to restore normal service.

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QUESTION: 57

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QUESTION: 58

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QUESTION: 59

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QUESTION: 60

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