ITIL Updated ITIL-4-Foundation Exam Questions and Answers by alexandru

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

An incident for which a full resolution is not yet available

Any change of state that has significance for the management of a configuration item (CI)

Low impact incidents should be resolved efficiently, making logging unnecessary

The 'incident management' practice should use a single process regardless of the impact of the incident

Low impact incidents should be resolved efficiently so the resource required is reduced

Incidents with the lowest impact should be resolved first

1 and 2

2 and 3

3 and 4

1 and 4

Changes included in the change schedule are pre-authorized and do not need additional authorization

formal changes should be assessed and authorized before they are deployed

Emergency changes should be authorized by as many people as possible to reduce risk

formal changes are typically implemented as service requests and authorized by the service desk