Incident, problem, change enablement, service desk, service level management and release management practices.
40 cards · basic cards · AI-written, checked twice. Edit anything.
- What is an incident in ITIL 4?
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An unplanned interruption to a service or reduction in service quality.- What is the primary goal of incident management?
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To restore normal service operation as quickly as possible.- What does urgency measure in an incident?
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The speed at which a resolution is needed.- What does impact measure in incident management?
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How many users or services are affected by the incident.- What are the two dimensions used to prioritize incidents?
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Urgency and impact.- What is the first activity in the incident lifecycle?
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Detect and report the incident.- What occurs during the resolution and recovery phase of incident management?
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The incident is fixed and normal service is restored.- What is a problem in ITIL 4?
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A cause of one or more incidents with the same symptoms or root cause.- What is the primary purpose of problem management?
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To identify and eliminate root causes of incidents.- What is a known error in ITIL 4?
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A problem that has been analyzed but not yet permanently resolved.- What distinguishes problem management from incident management?
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Root cause analysis and prevention of future incidents.- What is the goal of problem management regarding future incidents?
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To prevent incidents from recurring.- What is a workaround in problem management?
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A temporary way to reduce the impact of a problem while a permanent solution is developed.- What is the relationship between a known error and a problem?
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A known error is a problem that has been analyzed and its cause identified.- What is change enablement in ITIL 4?
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The practice of managing changes to services, infrastructure, and processes.
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