Exam ITILFND V4 topic 1 question 32 discussion

Ref. 5.2.5 Effective incident management often requires a high level of collaboration within and between teams. These teams may include the service desk, technical support, application support, and vendors. Collaboration can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively.

Ref. 5.2.5 - this question is related to time, therfore D is correct Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic. Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first.

Option D arguably covers for C

Collaboration between teams helps solve incidents more quickly by leveraging the collective expertise and resources of different groups, leading to faster identification and resolution of the underlying issues.

Detailed procedural will contain the collaboration between teams, in this case answer is D

ITIL says that there aren't usually detailed procedures when resolving incidents and as most of the comments here say, a high level of collaboration is needed. Also listed in the handbook

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, but can provide techniques for making investigation and diagnosis more efficient. There may be scripts for collecting information from users during initial contact, and this may lead directly to diagnosis and resolution of simple incidents. ***Investigation of more complicated incidents often requires knowledge and expertise, rather than procedural steps.***

Answer is c

With over 10 years service desk desk experience. I can say hands down that procedural steps will only help with known issues that cannot be closed. Procedural steps is more of a vague troubleshooting list that will most likely include collaboration. Known issues will need collaboration to solve permanently. As for the majority of time consuming issues, the help desk will need to reach out to specialized teams to resolve them. Collaboration is essential to solve issues quicker.

D all Day! Collaboration is important but having steps is faster.

C Is the correct answer, here is the reference https://killexams.com/demo-download/ITIL-4-FOUNDATION.pdf

correct D

C. It's obvious and clearly stated in the books: "Collaboration can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively"

Quick incident resolution often requires multiple perspectives, skills, and expertise. Collaboration between different teams, such as technical teams, support teams, and subject matter experts, can help bring together a diverse range of insights and skills to address incidents efficiently. Quick decision-making, sharing of knowledge, and combined efforts to diagnose and address the issue can lead to faster incident resolution. In addition Collaboration align well with the concept of Swarming. Having a detailed Procedure does not necessarily mean quicker resolution time.

The correct answer is C. Collaboration between teams. Collaboration between teams is crucial in solving incidents more quickly and effectively. When different teams and individuals work together, they can leverage their collective expertise, share knowledge, and coordinate efforts to diagnose and resolve incidents efficiently. Collaboration promotes communication, collaboration, and knowledge sharing, allowing for faster identification of root causes and the application of appropriate solutions.

Answer is D

it is C