ITIL-4-FND Question 36

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• Chose B1

  Swarming is the correct answer, as many specialist aresources are involved and will be working together until it becomes clear which one of them is best placed to continue

• Chose B2

  A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team. Which is the BEST approach for the service desk to use for escalating this incident? A. Follow the predefined procedure for investigating web performance incidents B. Use swarming to involve people from multiple different teams in the investigation C. Escalate to the performance management team, who will then escalate to a different team if needed D. Declare a major incident and start the major incident management procedure