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NEW QUESTION 44
In which situation will incident management USUALLY use a separate process?

• A. Where the cause must be diagnosed
• B. For low impact incidents
• C. For information security incidents
• D. Where no target resolution time exists

Answer: C

NEW QUESTION 45
What is the difference between the 'incident management' and 'service desk' practices?

• A. incident management resolves complex issues, service desk resolve simpler issues.
• B. Incident management restores service operation, service desk provides communication with users
• C. incident management manages interruptions to service desk monitors achieved service quality
• D. incident management resolves issues, service desk investigates the underlying causes of issues

Answer: B

Explanation:
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).

NEW QUESTION 46
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

• A. Change enablement
• B. Service desk
• C. Continual improvement
• D. Service level management

Answer: D

Explanation:
Explanation
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

NEW QUESTION 47
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