ITIL 4 Foundation — All Questions

According to ITIL 4, what is the purpose of the incident management practice?

• a.To reduce the likelihood and impact of incidents by identifying root causes
• b.To minimize the negative impact of incidents by restoring normal service operation as quickly as possible✓
• c.To authorize and control changes to services
• d.To handle predefined user service requests

The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. An incident is an unplanned interruption to a service or a reduction in its quality. The focus is on rapid restoration, which may involve a workaround, rather than on finding the underlying cause.

A recurring set of incidents shares an unknown underlying cause. Which practice is responsible for investigating and managing that cause, and how is the underlying cause classified?

• a.Change enablement; the cause is called a change
• b.Service request management; the cause is called a request
• c.Problem management; the underlying cause is a problem, and a documented cause with a workaround is a known error✓
• d.Incident management; the cause is called an incident record

Problem management reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors. A problem is a cause, or potential cause, of one or more incidents. Once a problem has been analyzed and a workaround or resolution is documented but not yet permanently resolved, it is recorded as a known error.

What is the purpose of the change enablement practice in ITIL 4?

• a.To restore normal service operation as quickly as possible
• b.To provide a single point of contact between the provider and users
• c.To ensure that services meet agreed and measurable targets
• d.To maximize the number of successful service and product changes by ensuring risks are properly assessed, changes are authorized, and change schedules are managed✓

Change enablement aims to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. A change is the addition, modification, or removal of anything that could have a direct or indirect effect on services. Change enablement balances the need to make beneficial changes against the need to protect customers and users from disruption.

Which statement correctly describes the service desk practice in ITIL 4?

• a.It is the single point of contact between the service provider and its users, capturing demand for incident resolution and service requests✓
• b.It sets, monitors, and reviews measurable service level targets with customers
• c.It investigates the root causes of incidents to prevent recurrence
• d.It authorizes and schedules all changes to the live environment

The purpose of the service desk practice is to capture demand for incident resolution and service requests, acting as the single point of contact between the service provider and its users. It plays an important role in shaping the user experience and how the provider is perceived. A good service desk also provides a clear path for users to report issues and make requests, and coordinates their resolution.