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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 449 - ITILFND-V4 discussion

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Which is the BEST type of resource for investigating complex incidents?

A.
Self-help systems
Answers
A.
Self-help systems
B.
Knowledgeable support staff
Answers
B.
Knowledgeable support staff
C.
Detailed work instructions
Answers
C.
Detailed work instructions
D.
Disaster recovery plans
Answers
D.
Disaster recovery plans
Suggested answer: B

Explanation:

More complex incidents will usually be escalated to a support team for resolution, or even suppliers and partners who offer support for products and services they provide.

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asked 18/09/2024
Alex Rector
30 questions
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