Exactprep ITIL Questions

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

Service level management

Change control

Service request management

Incident management

The service desk should work in close collaboration with support and development teams

The service desk should rely on self-service portals instead of escalation to support teams

The service desk should remain isolated from technical support teams

The service desk should escalate all technical issues to support and development teams