When an organization decides to control the flow of incident information within the IT organization, which ITIL process would it be putting in place?

A. Incident Management

B. Problem Management

C. Change Management

D. Availability Management

How is a change that must be made quickly called?

A. an urgent change

B. a fast change

C. an unplanned change

D. a standard change

An analysis has been made regarding the expansion of the customer information database. The result indicates that the mainframe disk capacity must be increased, to accomodate the expected growth of the database in the foreseeable future. Which process is responsible for sharing this information on time, to make sure that the available disk space is sufficient?

A. Availability Management

B. Capacity Management

C. Security Management

D. Change Management

When is a Known Error identified?

A. When the cause of the problem is known.

B. When the problem is known.

C. When the problem has been resolved.

D. When the incident has been sent to Problem Management.

Which ITIL process has the following objective? Correcting malfunctions in the services as quickly as possible by minimizing the consequences of the malfunctions, so that the user is hindered as little as possible.

A. Change Management

B. Availability Management

C. Incident Management

D. Problem Management

Which ITIL process is responsible for handling an application for a new workstation according to a standard working method?

A. Service Desk

B. Service Level Management

C. Incident Management

D. Change Management

When the cause of one or more incidents is not known, additional resources are assigned to identify the cause. Which ITIL process is responsible for this?

A. Service Level Management

B. Incident Management

C. Problem Management

D. Capacity Management

What is meant by the urgency of an incident?

A. the degree to which the solution of an incident tolerates delay

B. the degree to which the incident gives rise to a deviation from the normal service level

C. the relative importance of the incidents when handling them

D. the time needed by IT Services to resolve the incident

Which ITIL process or which ITIL department has responsibilities that include distributing information to users?

A. Change Management

B. Incident Management

C. Service Desk

D. Customer Relationship Management

What is the first step when registering an incident?

A. determine the priority

B. assign an incident number

C. record the incident data

D. perform matching