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Question 141. Which ITIL practice is responsible for reducing the negative impact of incidents by restoring normal service operation quickly?

1. Problem management
2. Incident management
3. Service level management
4. Change enablement

Correct Answer: 2. Incident management

Explanation:

Incident management focuses on minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. An incident is an unplanned interruption to a service or a reduction in the quality of a service. The practice prioritizes rapid restoration rather than requiring the underlying cause to be identified before recovery. Support teams may use documented workarounds, knowledge articles, technical escalation, or temporary fixes to restore service. Effective incident management also includes recording incidents, assigning appropriate priorities, communicating with users, and monitoring progress. Problem management can investigate underlying causes separately while incident management remains focused on restoring service.

Question 142. What should be the primary consideration when prioritizing an incident?

1. The age of the user’s computer
2. The number of technicians available
3. The impact and urgency of the incident
4. The cost of the affected hardware

Correct Answer: 3. The impact and urgency of the incident

Explanation:

Incident priority is generally determined by considering the impact and urgency of the incident. Impact describes the effect the incident has on users, services, or the organization, while urgency considers how quickly the incident needs to be resolved. Combining these factors helps organizations determine which incidents should receive attention first. A high-impact incident affecting many users may require immediate attention, while a low-impact issue affecting one user may receive a lower priority. Organizations should define consistent prioritization criteria so that service desk and support teams can make appropriate decisions. Priority may also be adjusted when circumstances change.

Question 143. What is a major incident?

1. A routine service request
2. An incident with a significant impact on the organization that requires coordinated handling
3. A minor issue affecting one user
4. A completed change

Correct Answer: 2. An incident with a significant impact on the organization that requires coordinated handling

Explanation:

A major incident is an incident that has a significant impact on the organization or requires a special response process. Organizations normally define their own criteria for determining what constitutes a major incident. These criteria can consider the number of affected users, criticality of the affected service, business impact, duration, regulatory implications, or other circumstances. Major incidents often require coordinated communication, escalation, technical expertise, management involvement, and frequent progress updates. The objective remains rapid restoration of service, but the response may involve additional controls and coordination compared with ordinary incidents. After resolution, organizations may also review the incident to identify improvement opportunities.

Question 144. Which activity is commonly associated with major incident management?

1. Coordinating communication among relevant stakeholders
2. Deleting all incident records
3. Cancelling all service requests
4. Replacing the service catalog

Correct Answer: 1. Coordinating communication among relevant stakeholders

Explanation:

Major incidents often require coordinated communication because their impact can affect many users, business units, suppliers, technical teams, and managers. Clear communication helps stakeholders understand what happened, what services are affected, what actions are being taken, and when the next update is expected. Communication should be accurate and appropriate for the audience and should avoid creating confusion through unsupported assumptions. Major incident procedures may define communication channels, escalation contacts, update intervals, and responsibilities. Coordination is particularly important when several technical or supplier teams are working simultaneously. Effective communication supports the broader objective of restoring service quickly while maintaining stakeholder awareness.

Question 145. What is the purpose of incident escalation?

1. To ensure that incidents receive the appropriate level of attention and expertise
2. To permanently close incidents without investigation
3. To remove the incident from the service desk
4. To prevent users from reporting incidents

Correct Answer: 1. To ensure that incidents receive the appropriate level of attention and expertise

Explanation:

Incident escalation ensures that an incident receives the appropriate resources, authority, or technical expertise needed for resolution. Functional escalation occurs when an incident is transferred to a team with greater technical knowledge or specialist capability. Hierarchical escalation may involve management when additional authority, resources, communication, or business decisions are required. Escalation should not simply move responsibility away from the service desk. The organization should maintain ownership and coordination until the incident is resolved and properly closed. Effective escalation procedures help reduce delays and ensure that incidents are handled according to their impact, urgency, complexity, and organizational requirements.

Question 146. Which ITIL practice identifies and manages the causes of incidents?

1. Service request management
2. Problem management
3. Release management
4. Service desk

Correct Answer: 2. Problem management

Explanation:

Problem management identifies and manages the causes of incidents and helps reduce the likelihood and impact of future incidents. A problem may be identified from recurring incidents, trend analysis, significant incidents, technical observations, or proactive investigation. Problem management can use root-cause analysis and other investigation techniques to understand why incidents occur. It may also document known errors and workarounds when a permanent resolution is not immediately available. The practice complements incident management rather than replacing it. Incident management focuses on restoring service quickly, while problem management focuses on understanding and addressing underlying causes to reduce future disruption.

Question 147. What is the difference between an incident and a problem?

1. An incident is the cause of a problem
2. A problem is always resolved before an incident
3. An incident is an interruption or reduction in service quality, while a problem is a cause or potential cause of one or more incidents
4. There is no difference

Correct Answer: 3. An incident is an interruption or reduction in service quality, while a problem is a cause or potential cause of one or more incidents

Explanation:

An incident represents an unplanned interruption to a service or a reduction in the quality of a service. A problem is a cause, or potential cause, of one or more incidents. For example, repeated application failures may generate multiple incidents, while an underlying software defect could represent the problem causing them. The two practices therefore have different objectives. Incident management seeks to restore normal service as quickly as possible, whereas problem management seeks to reduce the likelihood and impact of incidents by investigating causes and managing workarounds and known errors. Keeping these concepts distinct supports efficient operational response and long-term improvement.

Question 148. Which statement about problem management is correct?

1. It only begins after every incident has been resolved
2. It can be both reactive and proactive
3. It is responsible for approving all changes
4. It replaces incident management

Correct Answer: 2. It can be both reactive and proactive

Explanation:

Problem management can be performed both reactively and proactively. Reactive problem management begins after incidents have occurred and seeks to identify their underlying causes, particularly when incidents are recurring or significant. Proactive problem management analyzes trends, potential weaknesses, and other information to identify problems before incidents occur or become widespread. This proactive approach can reduce future disruption and improve service reliability. Problem management may create known error records, document workarounds, recommend permanent fixes, and initiate changes when appropriate. It works alongside incident management because rapid restoration and root-cause investigation are complementary activities rather than competing objectives.

Question 149. What is the purpose of a known error record?

1. To document information about a problem and its known workaround or cause
2. To authorize a supplier contract
3. To replace all incident records
4. To record employee attendance

Correct Answer: 1. To document information about a problem and its known workaround or cause

Explanation:

A known error record contains useful information about a problem that has been analyzed but has not necessarily been resolved. It may include information about the identified cause, symptoms, affected services, and available workarounds. This information can help service desk analysts and technical teams respond more efficiently when related incidents occur. Instead of repeating the same investigation, support staff can use the documented information to restore service while problem management continues working toward a permanent resolution. Maintaining accurate known error information improves knowledge sharing and can reduce incident resolution times. It also supports consistent responses to recurring service issues.

Question 150. Which ITIL practice manages user requests that are expected as part of normal service delivery?

1. Problem management
2. Incident management
3. Service request management
4. Availability management

Correct Answer: 3. Service request management

Explanation:

Service request management handles predefined, user-initiated requests that form part of normal service delivery. Examples may include requests for access, information, software installation, password assistance, or standard equipment, depending on the organization’s service catalog. Service requests are generally different from incidents because they are not necessarily caused by an unplanned interruption or reduction in service quality. Organizations can often standardize and automate service request fulfillment through service portals and workflows. Appropriate approvals can also be incorporated where required. Efficient service request management provides users with predictable ways to request common services while allowing support teams to process requests consistently and transparently.

Question 151. Which statement best distinguishes a service request from an incident?

1. A service request is always more urgent than an incident
2. An incident involves an unplanned interruption or reduction in service quality, while a service request is a predefined user-initiated request
3. A service request always requires problem management
4. There is no practical difference

Correct Answer: 2. An incident involves an unplanned interruption or reduction in service quality, while a service request is a predefined user-initiated request

Explanation:

Incidents and service requests are handled differently because they represent different types of demand. An incident is an unplanned interruption to a service or a reduction in service quality and normally requires restoration of normal operation. A service request is a predefined and user-initiated request that forms part of normal service delivery. Examples include requesting access, information, software, or another standard service action. Clear classification helps support teams select the appropriate workflow, priority, authorization, and fulfillment process. Although some service requests may require urgent attention, urgency alone does not make a request an incident.

Question 152. Which ITIL practice is responsible for managing changes in a controlled manner?

1. Change enablement
2. Service desk
3. Supplier management
4. Service catalog management

Correct Answer: 1. Change enablement

Explanation:

Change enablement is responsible for maximizing the number of successful changes by ensuring that risks are properly assessed, changes are authorized, and change schedules are managed. Changes may be required to introduce new functionality, correct defects, improve performance, respond to security concerns, or modify service components. Change enablement does not mean preventing change. Instead, it provides a controlled approach that balances the need for change with the need to protect services and stakeholders from unnecessary disruption. Different types of changes can use different levels of assessment and authorization. This allows organizations to remain responsive while maintaining appropriate control.

Question 153. What is a change authority?

1. A person or group authorized to assess and approve changes
2. A database containing configuration items
3. A supplier responsible for hardware delivery
4. A service desk communication channel

Correct Answer: 1. A person or group authorized to assess and approve changes

Explanation:

A change authority is a person or group authorized to assess and approve changes. The appropriate change authority depends on the type, risk, and circumstances of the change. For example, standard changes may be pre-authorized through established procedures, while higher-risk normal changes may require approval from an appropriately designated authority. Emergency changes may use a specific emergency authority or expedited process. The purpose of defining change authorities is to ensure that decisions are made by people with suitable responsibility, knowledge, and authority. Clear authorization arrangements also reduce unnecessary delays while maintaining appropriate control over service changes.

Question 154. Which type of change is usually pre-authorized because it follows a documented procedure?

1. Emergency change
2. Normal change
3. Standard change
4. Major incident

Correct Answer: 3. Standard change

Explanation:

Standard changes are usually pre-authorized because they are well understood, low risk, and performed according to a documented procedure. The organization has already assessed the risks and established an approved method for carrying out the activity. Pre-authorization allows these routine changes to be performed efficiently without requiring a separate approval decision every time. However, standard changes should still be monitored and periodically reviewed. If the risk profile or circumstances change, the organization may need to modify the procedure or move the activity into another change category. Standardization should therefore support efficiency while retaining appropriate oversight and control.

Question 155. What is the purpose of a change schedule?

1. To provide information about planned changes and help coordinate their timing
2. To record all user passwords
3. To document only completed incidents
4. To replace the service catalog

Correct Answer: 1. To provide information about planned changes and help coordinate their timing

Explanation:

A change schedule provides information about planned changes and helps coordinate their timing. It can include details such as planned implementation periods, affected services, responsible teams, dependencies, and other relevant information. Coordinating changes helps prevent conflicts, reduces avoidable disruption, and allows stakeholders to prepare for activities that may affect services. The schedule can also support communication between technical teams, service owners, users, and management. It should be maintained as changes evolve because planned dates and implementation details can change. A well-managed schedule supports visibility and coordination while allowing the organization to respond appropriately when urgent changes are required.

Question 156. Which ITIL practice is responsible for making new and changed services available for use?

1. Release management
2. Incident management
3. Risk management
4. Service financial management

Correct Answer: 1. Release management

Explanation:

Release management makes new and changed services and features available for use according to organizational requirements. A release may contain one or more changes and can involve activities such as planning, packaging, communication, scheduling, and coordination with testing and deployment. Release management helps ensure that what is being made available is appropriately prepared and communicated. It is related to change enablement because changes need appropriate control, but release management focuses specifically on making new or changed functionality available. Deployment management, meanwhile, focuses on moving service components into target environments. Understanding these distinctions helps organizations coordinate the introduction of new or modified services.

Question 157. What is the primary purpose of deployment management?

1. To move new or changed components into target environments
2. To define business strategy
3. To manage supplier invoices
4. To investigate recurring incidents

Correct Answer: 1. To move new or changed components into target environments

Explanation:

Deployment management moves new or changed service components into target environments. Target environments can include development, testing, staging, or production. Deployments may be performed manually, automatically, or through a combination of methods depending on the organization’s operating model. The practice helps coordinate the movement of components while considering dependencies, timing, technical requirements, and operational readiness. Deployment management is distinct from release management. A release is concerned with making new or changed functionality available for use, while deployment concerns moving the underlying components into environments. Keeping these responsibilities clear can improve coordination and reduce confusion during service changes.

Question 158. Which practice ensures that accurate and reliable information about configuration items is available when needed?

1. Service configuration management
2. Service desk
3. Relationship management
4. Business analysis

Correct Answer: 1. Service configuration management

Explanation:

Service configuration management ensures that accurate and reliable information about configuration items and their relationships is available when and where it is needed. Configuration information can support incident management, problem management, change assessment, impact analysis, continuity planning, and other activities. Configuration items may include hardware, software, cloud resources, services, documentation, and other components depending on the organization’s scope. Maintaining useful configuration information requires appropriate identification, control, verification, and updating. The objective is not simply to create a large inventory. Information should be sufficiently accurate and relevant to support decisions and service management activities without introducing unnecessary complexity.

Question 159. Which practice ensures that service performance is understood and managed against agreed targets?

1. Service level management
2. Deployment management
3. Problem management
4. IT asset management

Correct Answer: 1. Service level management

Explanation:

Service level management ensures that service performance is understood and managed against agreed targets. The practice works with customers and other stakeholders to identify meaningful service requirements and establish appropriate service level targets. Performance is then monitored and discussed through reporting, service reviews, and other communication mechanisms. Service level management should focus on outcomes and customer needs rather than relying only on technical measurements. If service performance does not meet expectations, improvement opportunities can be identified and tracked. Effective service level management creates a shared understanding of what the service should provide and helps ensure that service delivery remains aligned with business and consumer requirements.

Question 160. Which practice focuses on ensuring that services can meet agreed requirements for availability during normal and exceptional conditions?

1. Availability management
2. Supplier management
3. Service request management
4. Software development and management

Correct Answer: 1. Availability management

Explanation:

Availability management ensures that services meet agreed availability requirements. It considers whether services are accessible and usable when required and works to maintain or improve availability according to business and service needs. Availability can be affected by failures, maintenance, capacity limitations, dependencies, supplier issues, or other conditions. The practice works with monitoring and event management, incident management, service continuity management, capacity and performance management, and other practices to understand and improve service availability. Availability requirements should be based on actual stakeholder needs and agreed service expectations. Effective management therefore combines measurement, analysis, planning, and improvement rather than focusing only on technical uptime figures.