Incident records, escalation and service requests
Lesson 2 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
- A support team routinely fixes incidents by phone and updates the incident record only with the word 'fixed'. What is the most significant consequence of this? machine-checked
- The service desk cannot resolve an incident with the information available to it. According to the incident management practice, what should normally determine where the incident goes next? machine-checked
- Which statement best describes what the service request management practice is intended to achieve? machine-checked
- A user contacts the service desk to ask for a standard laptop of the type the organisation already offers to staff in their role. How should this be handled? machine-checked
- Why does ITIL say that service requests and their fulfilment should be standardised and automated to the greatest degree possible? 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 records, escalation and service requests
The rest of objective 7
- Incident management, priority and major incidents
- Incident records, escalation and service requests — you are here
- 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