Which one of the following technology metrics measure #ITIL

A) Components

B) The end to end service

C) intangible aspects

D) Processes

Answer: A

There are 3 types of metrics. Technology metrics which measure the components of an IT service, process metrics which measure the processes and Service metrics which measure end to end performance of a service (normally service metrics is a combination of Technology and process metrics)

The addition, modification, or removal of anything that could have an effect on IT services is called #ITIL

A) Change

B) Change request

C) Change model

D) Change Advisory board

Answer: A

Any addition or modification or removal of anything related to an IT service is called change and process which deals with the life cycle of a change is change management

Who owns the incident throughout its life cycle  #ITIL

a) Technical team who handles the incident

b) Service Desk

c) Incident management process owner

d) process owner

Answer: B. Service Desk

Explanation: Service desk should take the responsibility of the incident till it is closed though multiple teams may handle the incident

Following is one of the definitions of an Incident

A) Root cause of an issue

B) Any change in state of a Configuration item

C) Any frequently performed activity

People often confuse a recurring incident or a major incident (high priority incident) with a problem. In fact, an incident never ‘becomes’ a problem. Why?

In order to answer this question let us understand the definition of ‘Problem’. A problem is the underlying root cause of one or more incidents and remains a separate entity always.

For example if a server crashes, restoring the server ASAP is incident management and diagnosing the root cause for the server crash is problem management. A server might crash because of an underlying root cause like a virus attack, low memory etc. So the specific cause like Virus or low memory is the problem. Incident ‘Server crash’ didn’t convert into a virus or low memory ‘Problem’. In fact the ‘problem’ virus attack lead to an incident ‘server crash’. So fixing the root cause by quarantining the virus or increasing the memory of the server will prevent the recurring ‘server crash’ incidents in the future.

Let me elucidate by giving a non- IT example.

Assume that a person is suffering from fever. Fever is the ‘incident’. Giving him the ‘paracetamol’ (medicine used to reduce the body temperature) to relieve from fever is incident management. Performing diagnosis, finding the root cause, and providing a solution is problem management. If the person is diagnosed with Malaria then “Malaria” is the ‘problem’ which is the underlying root cause behind his fever.

So now, a fever (incident) can never become the problem ‘Malaria’. It is the problem ’Malaria’ which caused the fever (incident)

So if we permanently fix the problem ‘Malaria’ the recurring incidents (fever) will not happen.

I hope that you all agree with me that a incident never ‘becomes’ a problem. It is the underlying problem which create incidents.

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