Answer:
B. Resolving an incident
Resolving an incident is most likely to be achieved by following a detailed procedure. Incidents usually have a disruption in the service, and having a detailed, step-by-step procedure ensures that the service is restored as quickly as possible, ensuring minimal disruption.
C. Managing a service request: Managing a service request does often follow a procedure, but it also might require customization based on the specific request. Unlike incidents, service requests are not about resolving disruptions and might not always be as time-sensitive.
Following a detailed procedure is essential to ensure that incident resolution happens in a consistent and predictable manner. In the ITIL 4 context, the Incident Management practice aims to minimize the negative impact of incidents and restore normal service operations as quickly as possible.
The document highlights that incidents can be diagnosed and resolved by different groups, and that collaboration tools and documented procedures are fundamental to this process.
A. Evaluating a change → Change evaluation involves risk analysis, impact assessment, and planning, rather than a detailed procedure for resolving an incident.
C. Managing a service request → Service requests generally follow predefined and standardized workflows but do not always require a detailed procedure like incident resolution does.
D. Investigating a problem → Problem management focuses on identifying the root cause and applying workarounds to prevent future incidents, while incident management is about restoring service as quickly as possible.
B. Resolving an incident: While incidents may have procedures, the resolution often depends on specific circumstances and could require troubleshooting or improvisation.
C. Managing a service request: Service requests typically follow a predefined and detailed process (e.g., resetting a password, provisioning a resource). Therefore, it is most likely to benefit from a detailed procedure.
Since service requests are pre-defined and pre-agreed as a normal part of
service delivery, they can usually be formalized, with a clear, standard procedure for
initiation, approval, fulfilment, and management.
Should be B.
Resolving an incident is the most likely to be achieved by following a detailed procedure. Incident management typically involves following a predefined process or procedure to restore a service to normal operation as quickly as possible after an incident has occurred. Having a detailed procedure in place can help ensure that the incident is resolved efficiently and effectively.
5.2.5 There should be a formal process for logging and managing incidents. This process does not usually include detailed procedures for how to diagnose, investigate, and resolve incidents.
I'll go with B
A detailed procedure provides step-by-step instructions for carrying out a task or process. It is typically used to ensure consistency and accuracy in the execution of tasks, and to minimize the risk of errors or omissions.
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