A. Incident

B. Warning event

C. Service request

D. Informational event

A. By using the ITIL maturity model described in the practice guide

B. By engaging independent consultants to assess and report on the practice

C. By documenting the organization's service value system

D. By measuring and reporting the key performance indicators defined in the practice guide

A. Reviewing and continually improving the service desk practice

B. Cooperate with team members in the context of service value streams

C. Ensuring a great user experience and high user satisfaction

D. Participate in activities of other practices as required by the service value stream

A. Create a hierarchical structure of incident resolution teams

B. Create processes with detailed procedures for handling all incidents

C. Implement horizontal team structure and encourage collaboration

D. Create separate teams with clear boundaries to handle specific types of incident

A. The competencies required to resolve incidents are identified and skilled human resources are available

B. The effectiveness of incident resolution is regularly reviewed and continually improved

C. Information about detected incidents is traced and managed in an integrated information system

D. The incident management approach is integrated with other standards and approaches adopted by the organization

A. The system will help to integrate service desk into value streams

B. The system will help to manage user query records

C. The system will help to report the practice performance

D. The system will help to collect user feedback

A. Knowledge management loots

B. Service configuration management tools

C. Workflow management and collaboration tools

D. Monitoring and event management tools

A. Because problem resolution may require significant resources

B. To ensure problems are continually managed until resolved

C. Because problems may cause incidents and affect service quality

D. To ensure that known errors are closed quickly

A. Error control

B. Reactive problem identification

C. Creation of problem models

D. Problem prioritization

A. Ignore the trend until SLA failure occurs

B. Convert incidents into service requests

C. Close all incidents immediately

D. Create a problem record for investigation

A. Design significant rewards for individual technical specialists

B. Ensure only external teams take part in incident resolution

C. Ensure only internal teams take part in incident resolution

D. Group technical specialists by product or service

A. Establish a clear communication channel but use the procedures that are currently available.

B. Gradually Implement new service desk channels and loots

C. Standardize operations and automate processes where possible

D. Identify metrics that demonstrate the role of the service desk in the service provider and the service consumer organizations

A. Regularly conducted practice reviews

B. Integration of monitoring and event management into service value streams

C. Agreed processes, roles and responsibilities

D. Regular reporting on the practice performance

A. Ignore automated alerts

B. Initiate investigation and response procedures immediately

C. Convert the event into a service request

D. Wait for user confirmation

A. By supporting problem diagnosis with machine learning

B. By supporting automated correlation of incidents

C. By supporting integration with change records

D. By supporting the problem management metrics