Exam ITIL-4-Practitioner-Release-Management Topic 2 Question 13 Discussion

Actual exam question for Peoplecert's ITIL-4-Practitioner-Release-Management exam
Question #: 13
Topic #: 2

During a value stream walk of the incident resolution value stream, an organization has realized that some incidents take longer to resolve because installation of overdue software updates is required. What should the organization do to improve the incident resolution times?

A. Include release of the required updates in the incident resolution activities B. Ensure that required updates are enforced as part of the ongoing operations and maintenance C. Include release of the required updates in the request fulfilment activities D. Ensure that required updates are included in the release of the new services

Suggested Answer: B Vote an answer

This scenario involves using technology to improve incident resolution by addressing overdue updates. The ITIL 4 Practitioner: Release Managementdocument states:"To prevent delays in incident resolution due to overdue updates, release management can enforce updates as part of ongoing operations and maintenance, using automated tools to ensure systems are up-to-date"(Section 4.2).
* Option A (Include updates in incident resolution activities) is reactive and inefficient, as it delays resolution by embedding release activities into incident handling.
* Option B (Ensure updates are enforced as part of ongoing operations and maintenance) is proactive, using technology to keep systems updated, thus reducing incident resolution times by preventing the issue.
* Option C (Include updates in request fulfilment activities) addresses user requests, not the root cause of incident delays.
* Option D (Ensure updates are included in the release of new services) doesn't address existing systems needing updates, only new services.
The correct answer is B, as it leverages technology in operations to proactively manage updates, aligning with ITIL 4 principles.

by Darcy at Sep 03, 2025, 04:49 PM

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