ITIL-4-Incident-Management PeopleCert Practice Questions

Question #1 (Topic: Demo Questions)

When does the service desk agent confirm if a user query refers to an incident in the 'incident handling and resolution' process?

A.

Incident classification

B.

Incident detection

C.

Incident registration

D.

Incident diagnosis

Correct Answer: B

Explanation:

3.1.1 Incident handling and resolution Table 3.2 Activities of the incident handling and resolution process The service desk agent DOES confirm that the user query refers to an incident in the Incident detection step of the incident handling and resolution process.

Question #2 (Topic: Demo Questions)

Which means of automation is especially effective in ensuring fast and correct classification and assignment of incidents, identification of known solutions, and identification of major incidents?

A.

Analysis and investigation tools

B.

Remote administration tools

C.

User query management and workflow tools

D.

Machine-learning based classification engines

Correct Answer: D

Explanation:

Machine-learning based classification engines Table 5.2 Automation solutions for incident management activities Process activity: Incident classification Means of automation: User query management and workflow tools, collaboration tools, knowledge management tools, configuration management tools, and machine-learning based classification engines Key functionality: Fast and correct classification and assignment of the incidents, identification of known solutions, identification of major incidents Impact on the effectiveness of the practice: Very high, especially when the number of incidents is high

Question #3 (Topic: Demo Questions)

What is NOT a key output for the 'incident handling and resolution' process?

A.

Change requests

B.

Incident records

C.

Updates to the knowledge base

D.

Information security policies and plans

Correct Answer: D

Explanation:

3.1.1 Incident handling and resolution Table 3.1 Inputs, activities, and outputs of the incident handling andresolution process Information security policies and plans are an input of the incident handling and resolution process.

Question #4 (Topic: Demo Questions)

How do incident models contribute to the efficient handling and resolution of incidents?

A.

They introduce new and untested solutions to incidents

B.

They focus on unique incidents to avoid repetition.

C.

They help optimize the handling of typical incidents and known errors.

D.

They create patterns of incorrect user behavior for analysis.

Correct Answer: C

Explanation:

They help optimize the handling of typical incidents and known errors. 2.2.1 Incident models Some systems and services demonstrate patterns of operations that include so-called typical incidents. These may be associated with known errors, such as a lack of compatibility or patterns of incorrect user behaviour. Service providers often define incident models to optimize the handling and resolution of repeating or similar incidents. These help to resolve incidents quickly and efficiently, often with better results due to the application of proven and tested solutions.

Question #5 (Topic: Demo Questions)

What is emphasized regarding the automation of incident management in the information provided in 5.2.1 Recommendations for automation of incident management?

A.

Incident management automation should only start after other practices are mature.

B.

The implementation of automation systems should avoid incident management processes.

C.

Automation tools should support the full value stream, from detection to resolution of incidents.

D.

There is no need to consider different workflows for user- and event-initiated incidents.

Correct Answer: C

Explanation:

Automation tools should support the full value stream, from detection to resolution of incidents. 5.2.1 Recommendations for automation of incident management The following recommendations can help when applying automation to incident management: -Automate the value stream Although incident management is often one of the first practices to be developed by a service provider, the implementation of ITSM automation systems also often starts with the incident management processes. Even if other practices may not be mature at this stage, it is important to define requirements and design workflows that will support the full value stream, from detection, to resolution of incidents. For incident resolution that requires changes, the automation tool should allow for a simple change tracking workflow; for recurring incidents, it should be possible to capture and reuse of proven solutions. Think and work holistically. -Allow different workflows for user- and event- initiated incidents Detection, classification, communications, and conditions for closing a record are all handled differently for user-initiated and event-initiated incidents, even if the latter are handled manually. Attempts to fit both types of incidents in one workflow with the same forms and business logic are unlikely to be successful. The handling of event-generated incidents can and should be automated.

PeopleCert ITIL-4-Incident-Management - PeopleCert ITIL 4 Practitioner: Incident Management (ITIL-4-IM) Certification Exam

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

Correct Answer: B

3.1.1 Incident handling and resolution Table 3.2 Activities of the incident handling and resolution process The service desk agent DOES confirm that the user query refers to an incident in the Incident detection step of the incident handling and resolution process.

Which means of automation is especially effective in ensuring fast and correct classification and assignment of incidents, identification of known solutions, and identification of major incidents?

Analysis and investigation tools

Remote administration tools

User query management and workflow tools

Machine-learning based classification engines

Correct Answer: D

What is NOT a key output for the 'incident handling and resolution' process?

Change requests

Incident records

Updates to the knowledge base

Information security policies and plans

Correct Answer: D

3.1.1 Incident handling and resolution Table 3.1 Inputs, activities, and outputs of the incident handling andresolution process Information security policies and plans are an *input* of the incident handling and resolution process.

How do incident models contribute to the efficient handling and resolution of incidents?

They introduce new and untested solutions to incidents

They focus on unique incidents to avoid repetition.

They help optimize the handling of typical incidents and known errors.

They create patterns of incorrect user behavior for analysis.

Correct Answer: C

What is emphasized regarding the automation of incident management in the information provided in 5.2.1 Recommendations for automation of incident management?

Incident management automation should only start after other practices are mature.

The implementation of automation systems should avoid incident management processes.

Automation tools should support the full value stream, from detection to resolution of incidents.

There is no need to consider different workflows for user- and event-initiated incidents.

Correct Answer: C

3.1.1 Incident handling and resolution Table 3.1 Inputs, activities, and outputs of the incident handling andresolution process Information security policies and plans are an input of the incident handling and resolution process.