CIM ITIL Framework & Best Practices 4

Question 1

An incident cannot be resolved without a change to production. Which ITIL process combination is typically invoked?

Accepted Answer

Incident Management and Change Enablement

Answer

When resolution requires a production change, Incident Management coordinates with Change Enablement (often via an emergency change).

Question 2

Which ITIL 4 guiding principle emphasizes that improvements must deliver real value rather than creating unnecessary complexity?

Accepted Answer

Keep it simple and practical

Answer

'Keep it simple and practical' guides organizations to avoid unnecessary complexity and ensure every element contributes value.

Question 3

In ITIL, a 'known error' is best described as:

Accepted Answer

A problem that has a documented root cause and workaround

Answer

A known error is a problem with an identified root cause and a documented workaround, stored in the Known Error Database (KEDB).

Question 4

Which ITIL practice specifically owns the Known Error Database (KEDB)?

Accepted Answer

Problem Management

Answer

Problem Management owns and maintains the KEDB, which stores known errors and their associated workarounds for use during incidents.

Question 5

A service desk analyst resolves a recurring incident using a documented workaround from the KEDB. What ITIL practice benefit does this demonstrate?

Accepted Answer

Problem Management enabling faster incident resolution

Answer

Problem Management's KEDB enables faster incident resolution by providing analysts with documented workarounds for known issues.

(CIM) Certified Incident Manager Practice Test