Question 1

For fast correction of faulty CIs and restoration of services, which means of automation is particularly effective, especially when services are provided in remote locations?

Options :

A : Remote administration tools

B : Workflow systems and backlog tools

C : User query and workflow management tools

D : Analytical and reporting systems

Answer: A

Question 2

What is the next step in the incident handling process if the automated solution for an incident is ineffective?

Options :

A : Escalate the incident to higher-level teams

B : Perform incident classification

C : Communicate incorrect CI association to configuration control

D : Implement a joint technique like swarming

Answer: A

Question 3

What is a key output of the incident handling and resolution process that provides details about the incident, its resolution, and other relevant information?

Options :

A : Incident records

B : Incident reports

C : Change requests

D : Restored CIs and services

Answer: B

Question 4

What is emphasized during the service value stream walk (3a) in the context of incident management considerations, as explained in the "Incident management considerations in a service value stream analysis"?

Options :

A : Identify other practices involved in dealing with incidents at every step.

B : Exclude any consideration for third parties during incident diagnosis and resolution.

C : Solely focus on identifying incident management practices.

D : Ignore the need for information such as configuration data and asset data during the service value stream walk.

Answer: A

Question 5

In the context of restoring normal operations in case of a disaster, which practice guide provides guidance?

Options :

A : Continual improvement

B : Monitoring and event management

C : Service continuity management

D : Service request management

Answer: C

Free Incident-Management Mock Exam – Practice Online Confidently

Buying Options: