Block 1, Part 2: Service Operation

Question 1

What is the ITIL definition of an event?

Answer 1

An indication that something has happened - a change of state in a service.

Question 2

What is the ITIL definition of an incident?

Answer 2

An interruption or degradation of services.

Question 3

What is the ITIL definition of a problem?

Answer 3

The cause of an incident.

Question 4

What is the event management process for?

Answer 4

Deciding how significant an event is, and whether or not any response would be appropriate.

Question 5

What is the incident management process for?

Answer 5

Deciding what needs to be done once an incident has occurred.

Question 6

What is the difference between functional escalation and hierarchical escalation?

Answer 6

Functional escalation involves escalating to a person or group who should have the technical skill required to solve an issue. Hierarchical escalation involves colleagues higher in the management hierarchy.

Question 7

What is the problem management process for?

Answer 7

Recording problems, investigating them and where possible resolving them.

Question 8

What processes help to ensure continuity of service provision?

Answer 8

Event, incident and problem management.

Question 9

What processes support business as usual?

Answer 9

Request fulfilment and access management.

Question 10

What is the service desk function for?

Answer 10

Supporting users with their services.