ITIL 4 Foundation - Incident Management

What is an incident?

• The planned removal of an item that might affect a service

• A result enabled by one or more outputs

• A possible future event that could cause harm

• A service interruption resolved by the use of self-help tools

What is the purpose of the 'incident management' practice?

• To minimise the negative impact of incidents by restoring normal service operation as quickly as possible

• To capture demand for incident resolution and service requests

• To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

• To support the agreed service quality by effective handling of all agreed user-initiated service requests

Why should incidents be prioritised?

• To help automated matching of incidents to problems or known errors

• To identify which support team the incident should be escalated to

• To ensure that incidents with the highest business impact are resolved first

• To encourage a high level of collaboration within and between teams

What helps diagnose and resolve a simple incident?

• Rapid escalation

• Formation of a temporary team

• The use of scripts

• Problem prioritization

Which usually requires a team of representatives from many stakeholder groups?

• Fulfilling a service request

• Authorising an emergency change

• Logging a new problem

• Investigating a major incident

Which directly assists with the diagnosis and resolution of simple incidents?

• Scripts for collecting user information

• Use of shift working patterns

• Fulfilment of service requests

• Creation of a temporary team

What is typically needed to assign complex incidents to support groups?

• A self-help tool

• The incident priority

• A change schedule

• The incident category