Why is it important to have a single trouble ticketing system?
Why is it important to have a single trouble ticketing system?
what are three types of metrics to support continual service improvement and other process activities?
According to the ITIL® v3 framework, what are three types of metrics to support continual service
improvement and other process activities? (Choose three.)
how is urgency defined regarding an incident, problem, or change?
According to the ITIL® v3 framework, how is urgency defined regarding an incident, problem, or
change?
what three criteria can you use to qualify an incident?
According to the ITIL® v3 framework, what three criteria can you use to qualify an incident?
(Choose three.)
what is the most critical information that needs to be captured in the trouble ticketing system?
According to the ITIL® v3 framework continual service improvement perspective, what is the most
critical information that needs to be captured in the trouble ticketing system?
what information is typically reported in an NOC incident report?
According to the ITIL® v3 framework, what information is typically reported in an NOC incident
report?
how would you prioritize workload when dealing with multiple high-urgency incident tickets?
According to the ITIL® v3 framework, how would you prioritize workload when dealing with
multiple high-urgency incident tickets?
what are two types of high priority escalation processes within incident management?
According to the ITIL® v3 framework, what are two types of high priority escalation processes
within incident management? (Choose two.)
what type of escalation occurs when the service desk is unable to resolve the incident?
According to the ITIL® v3 framework, what type of escalation occurs when the service desk is
unable to resolve the incident?
you need to make a change to the configuration
You are working on a network outage issue and you realize that you need to make a change to the
configuration. What should you do in this situation?