General Practice Flashcards

An organization's service desk resolves 85% of incidents on first contact. Which metric does this represent?

Answer: First-contact resolution rate

First-contact resolution rate measures the percentage of incidents resolved during the initial interaction without escalation.

Which ITIL practice is responsible for moving new or changed services into live operation?

Answer: Deployment management

Deployment management is specifically responsible for moving components to live environments, distinct from change enablement which authorizes changes.

According to ITIL 4, what does 'warranty' of a service mean?

Answer: Assurance that the service will meet agreed requirements when needed

Warranty refers to 'fit for use' — the service performs reliably, is available, secure, and has adequate capacity.

Which dimension of service management considers how different parts of the organization work together and with external parties to deliver value?

Answer: Value streams and processes

Value streams and processes define the activities, workflows, and procedures that create and deliver value across the organization.

A service owner notices that an SLA is being met technically, but customers are still unhappy. What concept does this scenario highlight?

Answer: The difference between customer experience and service metrics

Metrics can be met while customer experience suffers, highlighting that measured performance does not always reflect perceived value.

Which of the following BEST describes a 'service relationship' in ITIL 4?

Answer: A cooperation between a service provider and a service consumer to co-create value

A service relationship encompasses the joint activities and resources shared between a provider and consumer to co-create value.

When prioritizing incidents, which TWO factors are most commonly used?

Answer: Impact and urgency

Impact (breadth of effect) and urgency (speed of required resolution) together determine incident priority.