What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a framework of best practices. The concepts within ITIL support information technology services delivery organizations with the planning of consistent, documented, and repeatable or customized processes that improve service delivery to the business.
Explain one benefit of ITIL?
The quality and the costs of the IT services can be controlled more efficiently.
Which ITIL process controls the flow of incident information?
Which ITIL process helps to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?
What is the basis of the ITIL approach to service management?
What is incident management process? Examples?
Incident Management (IcM) is an IT service management (ITSM) process area.Its objective is to restore a normal service operation as quickly as possible.Incidents should be classified as they are recorded,
- Service not available
- Application bug
- Disk-usage threshold exceeded
- Automatic alert
- Printer not printing
What’s the goal of Problem Management?
As per ITIL the goal of Problem Management is to reduce the conflicting impact of Problems and Incidents on the business that is caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors.
Problem Management tries to get to the root cause of Incidents and then initiate actions to improve or correct the situation.
Learn more about ITIL Interview Questions in this blog post.
How does problem management contribute?
By making a knowledge database available, it contributes. To a higher solution percentage of first-line support.
When is, a known error identified?
When the cause of the problem is known.