Incident management, priority and major incidents
Lesson 1 of 12 in objective 7. Seven ITIL practices in detail, part of ITIL 4 Foundation.
- Objective
- 7. Seven ITIL practices in detail
- Share of the exam
- 47.5% (the whole objective)
- Questions in this lesson
- 5
- Signed for by a person
- 0
Partly checked. None of the 5 questions here has been read against the cited source by a person. 5 questions have been checked against their cited clause by an automated pass — which is not the same thing, and is not a signature.
Only questions a person has signed for are used in mock exams here. That is the whole difference between the two kinds of checking above.
Questions in this lesson
- Which statement best describes what the incident management practice is intended to achieve? machine-checked
- How is an incident defined in ITIL? machine-checked
- Several incidents are open at once and the support team must decide which to work on first. On what basis should the order be decided? machine-checked
- A difficult incident is worked on by pulling several specialists from different teams into the same session at the same time; once it becomes clear who is best placed to continue, the others step away. What is this technique called? machine-checked
- Why does an organisation define a separate procedure for major incidents rather than handling them exactly like all other incidents? machine-checked
Drill this lesson
A lesson is one sitting: the trainer draws a short run from these questions alone and spaces the ones you get wrong.
Practise Incident management, priority and major incidents
The rest of objective 7
- Incident management, priority and major incidents — you are here
- Incident records, escalation and service requests
- Requests versus incidents, and finding problems
- Workarounds, known errors and problem control
- Change enablement and the three types of change
- Change authorities and the change schedule
- Authorisation routes and what a service desk is
- Service desk channels and user experience
- Service level agreements and honest targets
- Measurement, engagement and underpinning agreements
- Continual improvement and its model
- Who improves, which principles apply, and the value chain