How to Pass the Exin ITILFND Exam: Comprehensive ITIL – Foundation (v4) Guide and Tips

Problems are not related to incidents.

Problems must be resolved quickly in order to restore normal business activity.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

Problem prioritization involves risk assessment.

Where no target resolution time exists

For low impact incidents

Where the cause must be diagnosed

For information security incidents

As soon as possible, once the incident is logged

After the resolution of a problem

When a problem cannot be resolved quickly

When a potential permanent solution has been identified

problem

risk

change

configuration item

When the cause is identified but not resolved

After analysis of error information from a supplier

When a user reports an unplanned service interruption

Alter a workaround is identified and documented

Incident management

Service level management

Service request management

Change enablement

Incident management

Continual improvement

Service desk

Relationship management

Problem identification

Problem control

Error control

Post-implementation review

Start where you are

Focus on value

Think and work holistically

Optimize and automate

A request for normal operation to be restored

A request to implement a security patch

A request tor access to a file

A request to investigate the cause of an incident