CIM ITIL Framework & Best Practices 5

Question 1

According to ITIL, what distinguishes a 'major incident' from a standard high-priority incident?

Accepted Answer

Major incidents require a separate procedure with escalated management involvement

Answer

Major incidents invoke a separate, predefined procedure that includes senior management engagement and dedicated coordination roles.

Question 2

In ITIL 4, the 'Engage' activity of the Service Value Chain primarily focuses on:

Accepted Answer

Providing understanding of stakeholder needs and managing relationships

Answer

The Engage activity handles ongoing interaction with customers, users, and other stakeholders to understand their needs and ensure satisfaction.

Question 3

Which ITIL practice ensures that accurate information about the configuration of services and CIs is available when needed?

Accepted Answer

Service Configuration Management

Answer

Service Configuration Management maintains accurate records of configuration items (CIs) and their relationships in the CMDB.

Question 4

An Incident Manager notices that 40% of incidents in the last month were caused by failed changes. Which ITIL-recommended action is most appropriate?

Accepted Answer

Conduct a trend analysis and report to Change Enablement for process improvement

Answer

Trend analysis followed by coordinated improvement through Change Enablement addresses root cause patterns without disrupting operations.

Question 5

What is the primary goal of the ITIL 'Continual Improvement' practice?

Accepted Answer

Aligning practices and services with changing business needs through ongoing improvement

Answer

Continual Improvement ensures that organizations constantly evolve their services and practices to remain aligned with business objectives.

(CIM) Certified Incident Manager Practice Test