PeopleCert · ITIL 4 Foundation
Incidents and problems
ITIL 4 Foundation · Lesson 12 of 14 · 1:34:40
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In this lesson
Prepare for the ITIL 4 Foundation exam. In this lesson: incident management (logging, prioritizing, self-help, scripts, escalation, swarming, and major incidents) and problem management (problems, known errors, workarounds, and its three phases: problem identification, problem control, and error control). Includes three original practice questions, with Wrenfield Water, a fictional water company, as the example.
Preview the topics
- Two hundred customers report that the outage map shows no data, and Wrenfield’s priority is to get it working again as quickly as possible, even before the cause is known. Which practice leads this work?
- Wrenfield’s team has found that the Monday slowdown comes from a weekly backup job that runs at the wrong time, but the fix is not in place yet. What is this, in ITIL terms?
- In last month’s incident records, Wrenfield’s analysts notice that the same pump alarm appears every time the temperature drops below zero, and they open a problem to investigate it. Which phase of problem management is this?