ITIL ITIL Event & Incident Management 1 — Questions and Answers
Question 1: What is the PRIMARY goal of Event Management in ITIL Service Operation?
- To restore service as quickly as possible
- To detect and determine the appropriate control action for events throughout their lifecycle (Correct answer)
- To identify the root cause of recurring failures
- To manage access to IT services
Correct answer: To detect and determine the appropriate control action for events throughout their lifecycle
Event Management detects and determines the appropriate control action for all events throughout their lifecycle to maintain normal service operation.
Question 2: Which of the following BEST describes an 'informational' event in ITIL?
- An event that requires immediate escalation
- An event indicating an exception has occurred
- An event that does not require action and confirms normal operation (Correct answer)
- An event that triggers a change request
Correct answer: An event that does not require action and confirms normal operation
Informational events confirm normal operation and do not require any action, such as a scheduled backup completing successfully.
Question 3: In ITIL Incident Management, what is the definition of an 'incident'?
- A scheduled maintenance window
- An unplanned interruption or reduction in quality of an IT service (Correct answer)
- A request submitted by a user for new equipment
- A planned change that affects service availability
Correct answer: An unplanned interruption or reduction in quality of an IT service
An incident is an unplanned interruption to an IT service or a reduction in quality of an IT service.
Question 4: What is the purpose of incident categorization?
- To assign priority based on business impact and urgency
- To identify trends and route incidents to the correct support team (Correct answer)
- To communicate incident status to affected users
- To close incidents once service is restored
Correct answer: To identify trends and route incidents to the correct support team
Categorization helps identify trends, route incidents to the correct support team, and produce management information.
Question 5: Which metric is MOST important for measuring the effectiveness of Incident Management?
- Number of changes raised
- Mean Time to Restore Service (MTRS) (Correct answer)
- Number of problems identified
- Number of events detected
Correct answer: Mean Time to Restore Service (MTRS)
Mean Time to Restore Service (MTRS) is the primary metric for Incident Management as it measures how quickly service is restored.
Question 6: What is 'incident matching' in ITIL Incident Management?
- Linking incidents to change records
- Comparing a new incident against known errors and existing incidents (Correct answer)
- Assigning incidents to support teams based on skills
- Verifying that an incident has been properly closed
Correct answer: Comparing a new incident against known errors and existing incidents
Incident matching compares a new incident against known errors and existing incidents to find a workaround or solution faster.
ITIL ITIL Event & Incident Management 1
What is the PRIMARY goal of Event Management in ITIL Service Operation?