The following data is least likely to be used in the incident control process?

1. Which is the correct combination of concepts and ITIL processes?
2. Which incidents should be logged in ITIL?
3. Which one of the following best describes the goal of service level management?
4. What are the 4 main stages of a major incident?
5. Which of the following activities is service level management responsible for?
6. What information does configuration management provide to the IT management of an organization?
7. Which of the stages of service lifecycle manage the technology used to deliver and support?
8. What is incident in ITIL process?
9. What is incident management process in ITIL?
10. Which of the following is an example of incident in ITIL?
11. Which of the following best describes a service desk?
12. What are the goals of ITIL service level management?

Which is the correct combination of concepts and ITIL processes?

7. Which is the correct combination of concepts and ITIL processes? Items (CIs).

Which incidents should be logged in ITIL?

ITIL incident logging refers to the fact that incidents reported to the Service Desk (either via a phone call, email or even automatically system generated incidents) must be logged with the date and time stamp that they were generated. Incident logging is the second step in the incident management process.

Which one of the following best describes the goal of service level management?

Which of the following best describes the goal of Service Level Management? To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availab ility and ensuring performance does not exceed these targets.

What are the 4 main stages of a major incident?

1. Most major incidents can be considered to have four stages: Initial response; Consolidation phase; • Recovery phase; and • Restoration of normality.

Which of the following activities is service level management responsible for?

Service Level Management is the process that is responsible for negotiating Service Level Agreements and ensuring that they are met. IT is one of the 5 components of the ITIL service delivery area.

What information does configuration management provide to the IT management of an organization?

ITIL Configuration Management manages the identification, recording, and reporting of IT infrastructure components, including their versions, constituent components and relationships. It is not the same as Asset Management which is a recognised accountancy process that includes depreciation accounting.

Which of the stages of service lifecycle manage the technology used to deliver and support?

Service Operation Goals & Objectives

Service operation is also responsible for the ongoing management of the technology that is used to deliver and support services. It is a critical stage of the service life cycle.

What is incident in ITIL process?

ITIL defines an incident as an unplanned interruption to or quality reduction of an IT service. ... An incident interrupts normal service. A problem is a condition identified through a series of multiple incidents with the same symptoms.

What is incident management process in ITIL?

ITIL incident management (IM) is the practice of restoring services as quickly as possible after an incident. And it's a main component of ITIL service support. ... Detecting and recording incident details. Matching incidents against known problems. Resolving incidents as quickly as possible.

Which of the following is an example of incident in ITIL?

ITIL 2011 defines an incident as: an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a Configuration Item that has not yet impacted an IT service (for example failure of one disk from a mirror set).

Which of the following best describes a service desk?

A dedicated number of staff handling Incidents and service requests best describes a Service Desk.

What are the goals of ITIL service level management?

The goal of ITIL Service Level Management is to ensure that agreed levels of current IT services are provided, and future services can be delivered within agreed targets.