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ITIL-4-Incident-Management PeopleCert ITIL 4 Practitioner: Incident Management (ITIL-4-IM)

  • PeopleCert
  • 5 free sample questions

About this exam

ITIL-4-Incident-Management is the PeopleCert exam PeopleCert ITIL 4 Practitioner: Incident Management (ITIL-4-IM). Paid practice material for this exam is not available yet, but you can try its free sample questions.

Exam code
ITIL-4-Incident-Management
Vendor
PeopleCert
Practice questions
Not available yet
Free sample questions
5
Question bank last updated
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Try 2 sample questions

Taken from the free sample set for ITIL-4-Incident-Management.

Question 1

When does the service desk agent confirm if a user query refers to an incident in the 'incident handling and resolution' process? 

  1. Option A:
    Incident classification
  2. Option B:
    Incident detection
  3. Option C:
    Incident registration
  4. Option D:
    Incident diagnosis
Show answer and explanation

Correct answer: B

3.1.1 Incident handling and resolution Table 3.2 Activities of the incident handling and resolution process The service desk agent DOES confirm that the user query refers to an incident in the Incident detection step of the incident handling and resolution process. 

Question 2

Which means of automation is especially effective in ensuring fast and correct classification and assignment of incidents, identification of known solutions, and identification of major incidents?

  1. Option A:
    Analysis and investigation tools
  2. Option B:
    Remote administration tools
  3. Option C:
    User query management and workflow tools
  4. Option D:
    Machine-learning based classification engines
Show answer and explanation

Correct answer: D

Machine-learning based classification engines Table 5.2 Automation solutions for incident management activities Process activity: Incident classification Means of automation: User query management and workflow tools, collaboration tools, knowledge management tools, configuration management tools, and machine-learning based classification engines Key functionality: Fast and correct classification and assignment of the incidents, identification of known solutions, identification of major incidents Impact on the effectiveness of the practice: Very high, especially when the number of incidents is high
See all 5 free sample questions