Question 1

What is the BEST approach to improving incident handling when incident resolution time has increased, and there are more transfers between technical teams?

Options :

A : Ensure only internal teams take part in incident resolution

B : Group technical specialists by product or service

C : Ensure only external teams take part in incident resolution

D : Design significant rewards for individual technical specialists

Answer: B

Question 2

Which statement accurately reflects the assessment of the effectiveness and performance of ITIL practices?

Options :

A : Tools can be assessed independently of their application context.

B : The potential of a tool is unrelated to its design and quality.

C : Practice performance can only be evaluated within the context of its application.

D : Metrics and KPIs are irrelevant for assessing ITIL practices.

Answer: C

Question 3

In the context of restoring normal operations in case of a disaster, which practice guide provides guidance?

Options :

A : Continual improvement

B : Monitoring and event management

C : Service continuity management

D : Service request management

Answer: C

Question 4

When is swarming typically applied in the incident management practice?

Options :

A : Usually to major incidents of unknown nature, where pulling together numerous specialized resources is cost-effective compared to the losses resulting from the incident remaining unsolved.

B : In all incidents, regardless of complexity.

C : Only in simple situations with well-known incidents.

D : Only in situations where predefined resolution procedures are ineffective.

Answer: A

Question 5

Which metric reflects the practice success factor of continually improving the incident management approaches?

Options :

A : Time of diagnosis

B : Percentage of incidents resolved using incident models

C : Balance between speed and effectiveness metrics for incident resolution

D : Percentage of incidents resolved automatically

Answer: C