Discuss PeopleCert ITIL-4-Foundation Exam Topic 2 Question 90

Which is an activity of the 'incident management" practice?

AAssessing and prioritizing improvement opportunities

BPerforming service reviews with customers

CProviding good-quality updates when expected

DAutomating service requests to the greatest degree possible

Suggested Answer: B

The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets1.This practice conducts reviews to validate that services are covering the needs of the customer and to identify areas for improvement2.Reference:ITIL Foundation - ITIL 4 Edition, page 16;ITIL 4 -- A Pocket Guide, page 37;ITIL 4 Practice Guide: Service Level Management, page 7.

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38 comments · newest first

Chana 11 months ago

Not sure if C is the right answer. Feels too vague.

Krissy 11 months ago

Wait, automating service requests? Isn't that more about service delivery?

Reta 11 months ago

A seems more about improvement than incident management.

Ryan 11 months ago

I think B is more relevant to incident management.

Pamella 11 months ago

Option C is definitely part of incident management.

Tori 12 months ago

Performing service reviews sounds more like a service management activity, not specifically incident management, so I’m leaning towards C.

Lindsey 12 months ago

I feel like automating service requests could relate to incident management, but I can't recall if that's the main focus.

Celestine 12 months ago

I remember practicing a question similar to this, and I think providing updates is crucial in incident management, so maybe C is the answer.

Allene 1 year ago

I think incident management is more about responding to issues rather than improvement opportunities, so I'm not sure if A is right.

Krissy 1 year ago

I feel confident that the answer is C. Keeping customers informed during an incident is a critical part of effective incident management. The other options don't seem as directly relevant.

Camellia 1 year ago

Okay, let me see here. Incident management is all about responding to and resolving issues, so I'm guessing the answer is C. Providing updates to users is an important part of that.

Joesph 1 year ago

Hmm, I'm a bit unsure on this one. Incident management could involve a few different activities. I'll have to think it through carefully before selecting an answer.

Merissa 1 year ago

I'm pretty sure this is asking about incident management, so the correct answer is probably C. Providing good-quality updates when expected seems like a key part of that.

Armando 1 year ago

I'm a little confused by this question. Incident management covers a lot of ground, from detection to resolution. I'll have to review my notes to make sure I understand the key activities involved.

Trinidad 1 year ago

I'm a bit confused by all the different Magento classes and interfaces involved here. I'll need to double-check the documentation to make sure I understand how they all fit together before deciding on the best approach.

Jeanice 1 year ago

Hmm, this seems straightforward. Changing the Drain mode should prevent new sessions from being assigned to the host, but keep active sessions running until they time out or the user logs off.

Ligia 1 year ago

C is the correct answer, no doubt. Keeping users in the loop is crucial, unless you want to hear them honk their horns like a bunch of angry geese.

Willow 1 year ago

↳ replying to Ligia

Providing good-quality updates when expected is essential for customer satisfaction.

Ciara 1 year ago

↳ replying to Ligia

Agreed, communication is key in incident management.

Lenna 1 year ago

↳ replying to Ligia

C is the correct answer. Users need to be kept informed to avoid frustration.

Ula 1 year ago

If you choose D, you better have some pretty slick automation skills. Otherwise, it's gonna be a clown show during an incident!

Armando 1 year ago

↳ replying to Ula

D) Automating service requests to the greatest degree possible

Shawn 1 year ago

↳ replying to Ula

C) Providing good-quality updates when expected

Lilli 1 year ago

↳ replying to Ula

B) Performing service reviews with customers

Ivan 1 year ago

↳ replying to Ula

A) Assessing and prioritizing improvement opportunities

Harley 1 year ago

Hmm, I was leaning towards B, but now I'm not so sure. C does seem like the best fit for incident management activities.

Blythe 1 year ago

↳ replying to Harley

Yeah, providing good-quality updates when expected is crucial for incident management.

Lorrine 1 year ago

↳ replying to Harley

I think C is the best fit for incident management activities.

Mozell 1 year ago

D) Automating service requests sounds tempting, but that's more for service requests, not incident management. Gotta go with C on this one.

Elly 1 year ago

I believe D) Automating service requests is also crucial for efficient incident management.

Jerry 2 years ago

I agree, C is the way to go. Timely and accurate communication is key for effective incident management.

Jonelle 2 years ago

C) Providing good-quality updates when expected seems like the right answer. Keeping customers informed during an incident is crucial.

Tien 1 year ago

↳ replying to Jonelle

D) Automating service requests to the greatest degree possible

Timothy 1 year ago

↳ replying to Jonelle

C) Providing good-quality updates when expected

Noah 1 year ago

↳ replying to Jonelle

B) Performing service reviews with customers

Roosevelt 1 year ago

↳ replying to Jonelle

A) Assessing and prioritizing improvement opportunities

Nancey 2 years ago

I agree with Caprice. It's important to keep stakeholders informed during incidents.

Caprice 2 years ago

I think the answer is C) Providing good-quality updates when expected.

PeopleCert ITIL-4-Foundation Exam - Topic 2 Question 90 Discussion