1. In which step of the incident handling and resolution process is the incident impact qualified and the team responsible for the failed services identified?
A. Incident resolution
B. Incident diagnosis
C. Incident classification
D. Incident registration
Answer: B
2. Which of the following is a key input for the incident handling and resolution process?
A. Problem investigation requests
B. Change requests
C. Problem records
D. Incident records
Answer: D
3. How does the incident management practice minimize the negative impact of incidents?
A. By limiting users’ access to impacted services
B. By requesting users to submit new workarounds
C. By restoring normal service operation as quickly as possible
D. By always closing incident records within 48 hours
Answer: C
4. Which of the following is used to define how third parties are involved in incident
resolution?
A. Legal regulations
B. Standard interfaces
C. Incident models
D. Bureaucratic barriers
Answer: C
5. How is service configuration management system used for incident handling and resolution?
A. It helps to detect incidents
B. it supports incident classification
C. It helps to manage incident records
D. It supports collection of user’s feedback
Answer: B
6. 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.
Which of the following statements Is CORRECT?
A. Incident management should be involved in all value streams
B. Only the incident management value stream can trigger restoration of normal service
C. Incident management can be involved in other value streams
D. Incident management should be included in the request fulfilment workflow
Answer: C
7. What is considered an incident?
A. Quick restoration of normal operation
B. An unplanned interruption to a service
C. Improvement in the quality of a service
D. Developers having to test software products
Answer: B
8. Which of the following statements Is CORRECT about pre-defined resolution procedures?
A. Pre-defined resolution procedures are most useful when dealing with recurring incidents
B. Pre-defined resolution procedures are most useful when it is impossible to define an expert area and group
C. Pre-defined resolution procedures are most useful when defined groups of experts fail to find a solution
D. Pre-defined resolution procedures are most useful when where the exact nature of the incident is unknown
Answer: A
9. Which role is responsible for monitoring and reviewing the work of teams that handle and
resolve incidents?
A. Service desk agent
B. Incident manager
C. Supplier
D. Product owner
Answer: B
10. At which capability level is a practice typically defined and organized, and can be
effectively automated?
A. Level 2
B. Level 5
C. Level 4
D. Level 3
Answer: D
11. An organization is having issues with their incident management practice. It wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals.
Which of the following statements is CORRECT?
A. Teams that share responsibility cannot have only one person that sees an incident through to resolution
B. Teams that share responsibility should celebrate heroes and should not share successes and failures
C. Teams that share responsibility should be encouraged to engage experienced people in the process
D. Teams that share responsibility should bounce incidents between them and other teams
Answer: C
12. An organization is in the process of improving its incident management practice. It wants
to make sure it does not overcomplicate the practice.
Which of the following suggestions is the BEST for the organization to achieve that objective?
A. Start with the most critical services and implement a basic incident workflow
B. Start with the least critical services and implement a basic incident workflow
C. Start with the most critical services and implement a detailed incident workflow
D. Start with the least critical services and implement a detailed incident workflow
Answer: A
13. Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?
A. It is not important to ensure third parties’ adherence to organization’s polices
B. It is not important to integrate third parties into incident information exchange workflows
C. It is important to ensure that third parties adhere to the incident management polices established by their customers
D. It is important to ensure that third parties design their incident management processes as a copy of their customers’ processes
Answer: C
14. What is a negative effect of applying workarounds?
A. Increased resolution time
B. Increased technical debt
C. Increased business impact
D. Increased automation
Answer: B
15. The service management team wants to get a clear picture of what services are being delivered at the moment, and how.
Which approach should the team take to achieve this objective?
A. Draw an operating model from scratch to match an existing industry template
B. Structure the organization’s activities in the form of value streams
C. Draw clearly separated value streams for all practices as described in ITIL 4
D. Implement their customers’ processes to ensure requirements are met and value is created
Answer: B
16. The incident management team uses monitoring and event management tools to confim
incident resolution.
What other incident management activities can benefit from the use of these tools?
A. Planning of improvement initiatives
B. Management of incident lifecycle
C. Early detection of incidents
D. Management of incident models
Answer: C
17. What types of incidents do NOT usually require an individual review upon resolution?
A. Recurring incidents
B. Major incidents
C. New types of incidents
D. Incidents not resolved in time
Answer: A
18. What is the FIR ST step in the incident handling and resolution process that helps identify
the team responsible for the failed CIs and/or services?
A. Incident diagnosis
B. Incident classification
C. Incident resolution
D. Incident detection
Answer: B
19. Which incident management capability criteria must be fulfilled to achieve capability
level 5?
A. The users and other relevant stakeholders know how to report incidents and report them as soon as possible
B. Incidents are usually detected immediately after they occur
C. The effectiveness of incident detection is regularly reviewed and continually improved
D. Incidents are usually resolved in the quickest possible way
Answer: C
20. After a few years of using a simple workflow management system for incident management and tew other ITSM practices, an organization Is migrating to a modern ITSM toolset known for effective end-to-end automation of service value streams and powerful machine learning (L) capabilities. The organization is preparing for the migration to the new system.
What challenge will the organization face in the migration project?
A. Integration between incident management and change enablement may not be supported
B. Integration between incident management and service desk may not be supported
C. Insufficient quality of incident records may affect the ML capabilities
D. There may be no need for the ML capabilities in the incident management practice
Answer: C