ITIL ITIL Event & Incident Management 2

Question 1

What distinguishes a 'major incident' from a standard incident in ITIL?

Accepted Answer

It requires a separate procedure due to its significant business impact

Answer

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'?

Accepted Answer

To own the process, ensure efficiency, and produce management information

Answer

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?

Accepted Answer

Warning

Answer

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?

Accepted Answer

The Service Desk resolving an incident without escalation

Answer

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?

Accepted Answer

Functional escalation

Answer

Functional escalation transfers an incident to a support group with more specialized skills or authority to resolve it.

ITIL - Intermediate Service Operation Practice Test