ACTUAL PeopleCert ITIL-4-Incident-Management EXAM QUESTIONS DUMPS

Verified PeopleCert ITIL-4-Incident-Management Dumps for Easy PeopleCert ITIL 4 Practitioner: Incident Management (ITIL-4-IM) Exam Preparation

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PeopleCert ITIL-4-Incident-Management Questions

❓ What issue is associated with tiered or levelled team structures for incident management?

A. Rapid resolution time
B. Enhanced collaboration
C. Prolonged resolution time
D. Clear information flow

✅ Correct Answer: C

📝 Explanation:

Prolonged resolution time

4.2.1 Tiered versus flat team structures
In such teams, there were clear boundaries between levels and clear procedures for the escalation of incidents. Unfortunately, such structures can restrain collaboration and information flow, resulting in prolonged resolution time. So, for high-priority incidents, teams collaborate to facilitate speedy resolution.

❓ What are the typical responsibilities of an incident manager, as outlined in the information provided in 4.1.1 Incident manager role?

A. Performing manual work associated with incidents and resolving them individually.
B. Focusing solely on the incident manager job title for effective coordination.
C. Delegating incident handling to individual team members without monitoring their work.
D. Coordinating incident handling in a specific area, such as territory, product, or technology.

✅ Correct Answer: D

📝 Explanation:

4.1.1 Incident manager role
In many organizations, the incident manager role is performed by a dedicated person, sometimes under the incident manager job title. In other organizations, the responsibilities of an incident manager are taken by the person or team responsible for the CI, service, or product with which the incident is associated; this may be the resource owner, service owner, or product owner.

This role is typically responsible for:

• The coordination of incident handling in the organization or in a specific area, such as territory, product, or technology, depending on the organizational design

• Coordinating manual work with incidents, especially those involving multiple teams

• Monitoring and reviewing the work of teams that handle and resolve incidents

❓ What are some benefits of automatically detecting and registering incidents early, as mentioned in the information provided in the “Detecting incidents early”?

A. Increasing the time of service unavailability and degradation.
B. Decreasing losses and negative business impact caused by incidents.
C. Discouraging the use of automated resolution or self-healing.
D. Lowering the quality of initially collected data for incident response.

✅ Correct Answer: B

📝 Explanation:

2.4.1 Detecting incidents early
Previously, it was a common practice to register most incidents based on information from end users and IT specialists. This method of sourcing information is still widely used, but good practice currently suggests detecting and registering incidents automatically wherever possible. This can be done immediately after incidents occur and before they start affecting users.

This approach has multiple benefits:

• Earlier incident detection decreases the time of the service unavailability or degradation, which in turn decreases the losses and other negative business impact caused by incidents.

• The higher quality of the initially collected data supports the correct response to and resolution of incidents, including automated resolution, also known as self-healing.

• Some incidents remain invisible to users, improving user satisfaction and customer satisfaction.