ITIL 4-3

How does categorization of incidents assist incident management

• It helps direct the incident to the correct support area
• It determines the priority assigend to the incident
• It ensures that incident are resolved in times agreed with the customer
• It determines how the service provider is perceived

What is the definition of a service?

• The means by which an organization is directed and controlled
• A set of specialized organizational capabilities for enabling value to customers
• A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
• A means of eanbling value co-creation by facilitating outcomes that customer wants to achieve, without the customer having to manage specific costs and risks

Identify the missing words in the following sentence. Utility is the [?] offered by a product or service to meet perticular need

• Assurance
• Promise
• Funcionality
• Outcome

Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes

• IT asset management
• Service Configuration management
• Change Control
• Service level management

Identify the missing words in the following sentence. An event is any change of state that has siginificane for the management of an [?] or other configuration item

• Output
• Product
• Service
• Outcome

What is the purpose of the 'Information Security management' practice?

• Prtecting an organization and managing risks to the confidentiality, Integrity and Availability of information
• Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way
• Ensuring that service are deliver agreed levels of availability or that change can be assessed
• Systematically observing services and service components and recording and reporting selected chnages of state identified as events

What is the purpose of the 'monitoring and event management' practice?

• Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effect and user friendly manner
• Systematically observing services and service components and recording and reporting selected changes of state identified as events
• Minimizing the negative impact of incidents by restoring normal service as quickly as possible
• Ensuring that all an organization's projects are successfully delivered

What is the purpose of the incident management practice?

• Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effect and user friendly manner
• Ensuring that services deliver agreed levels of availability or that change can be assessed
• Ensuring that all an organization's are successfully delivered
• Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?

• Change control
• IT asset management
• Service Configuration management
• Service level management

Indentify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests

• Incident management
• Service level management
• Service request management
• Service desk