Generic Concepts and Definitions

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These questions are based on EXE-101: ITIL Foundation Certification in IT Service Management Version 3
Self Test Software Practice Test

Objective: Generic concepts and definitions.
Sub-objective: Define and explain the following key concepts: event, alert, incident, impact, urgency, priority and service request.

Single answer, multiple-choice

Which type of response should you raise for an event that requires human intervention?

  1. Event log entry.
  2. Request for Change (RFC).
  3. Alert.
  4. Incident record.

C. Alert.

You should raise an alert for an event that requires human intervention. Alerts are notifications to the person(s) responsible that either a threshold has been reached, a failure has happened or something has changed. The person(s) responsible should have the required skills and take steps to handle the event in the stipulated timeframe.

You should not raise an event log entry because logs are recorded in scenarios when information about an event occurrence may be required by technical management staff later.

You should not raise a Request for Change (RFC) because an RFC is raised when an exception has been generated or a change request from a user has been received.

You should not raise an incident record because these are raised when a user reports an incident.

Office of Government Commerce. Foundations of IT Service Management Based on ITIL v3, Glossary, Alert, p. 323.

Office of Government Commerce. Service Operation, Glossary, Alert, p. 223.

Office of Government Commerce. Service Operation, Chapter 4: Service Operation processes, Response Selection, pp. 41-42.

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