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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which statement about the 'continual improvement' practice is CORRECT?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
What is MOST LIKELY to be handled as a service request?
Which describes a CORRECT approach to change authorization?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which competencies are required by the 'service level management' practice?
Which TWO statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests

Question 361 - ITILFND-V4 discussion

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Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A.
Service request management
Answers
A.
Service request management
B.
Service level management
Answers
B.
Service level management
C.
Incident management
Answers
C.
Incident management
D.
Change management
Answers
D.
Change management
Suggested answer: C

Explanation:

The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.

https://www.bmc.com/blogs/itil-incident-management/

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asked 18/09/2024
Vidana Weerasinghe
43 questions
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