ITIL ITIL Event & Incident Management 2 — Questions and Answers
Question 1: What distinguishes a 'major incident' from a standard incident in ITIL?
- It involves more than three users
- It requires a separate procedure due to its significant business impact (Correct answer)
- It is caused by a known error in the KEDB
- It must always be resolved by the third-line support team
Correct answer: It requires a separate procedure due to its significant business impact
A major incident has a high business impact and urgency, requiring a separate procedure with expedited handling and management attention.
Question 2: In ITIL, what is the role of the 'Incident Manager'?
- To resolve all incidents personally
- To own the process, ensure efficiency, and produce management information (Correct answer)
- To manage the Change Advisory Board (CAB)
- To perform root cause analysis on all incidents
Correct answer: To own the process, ensure efficiency, and produce management information
The Incident Manager owns the Incident Management process, drives efficiency improvements, and produces management reports.
Question 3: Which Event Management concept refers to an event that requires a human decision to determine the correct action?
- Informational event
- Alert
- Exception
- Warning (Correct answer)
Correct answer: Warning
A warning indicates that a threshold is being approached and a human may need to decide whether an action is required.
Question 4: What is 'first-line resolution' in the context of ITIL Incident Management?
- The Service Desk resolving an incident without escalation (Correct answer)
- Automatically closing incidents after 24 hours
- Escalating all incidents directly to third-line support
- Routing incidents to problem management immediately
Correct answer: The Service Desk resolving an incident without escalation
First-line resolution occurs when the Service Desk resolves an incident without needing to escalate it to a higher support tier.
Question 5: What is the ITIL term for passing an incident to a more specialized support group?
- Delegation
- Functional escalation (Correct answer)
- Change management
- Problem referral
Correct answer: Functional escalation
Functional escalation transfers an incident to a support group with more specialized skills or authority to resolve it.
Question 6: How does Event Management support Incident Management?
- By generating change requests for infrastructure updates
- By automatically detecting events that may indicate an incident before users report it (Correct answer)
- By closing incidents once they have been resolved
- By assigning priorities to all incidents based on SLA agreements
Correct answer: By automatically detecting events that may indicate an incident before users report it
Event Management can automatically detect anomalies and raise incidents before users are affected, enabling proactive incident management.
ITIL ITIL Event & Incident Management 2
What distinguishes a 'major incident' from a standard incident in ITIL?