Which statement best describes what the incident management practice is intended to achieve?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail easy
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The options
Correct Minimise the negative impact of incidents by restoring normal service operation as quickly as possible
Correct. The practice is defined around impact reduction through speed of restoration. Note that it is restoration of service that matters, not necessarily the removal of the underlying cause.
Not correct Reduce the likelihood and impact of incidents by identifying their actual and potential causes
This is problem management. Incident management is concerned with getting the service working again now; cause analysis is deliberately assigned to a separate practice so that restoration is never delayed by investigation.
Not correct Handle all pre-defined, user-initiated service requests in an effective and user-friendly way
This is service request management. Service requests are normal, agreed parts of service delivery, not unplanned interruptions, so they fall outside incident management.
Not correct Maximise the number of successful service and product changes by assessing risk before authorisation
This is change enablement. A change may well be needed to fix something permanently, but authorising changes is not what incident management exists to do.
Why
Incident management is judged on how quickly agreed service levels are restored to users. That is why workarounds are acceptable outcomes: a restored service with an unknown cause is a successful incident resolution, and the cause is then owned by problem management.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- Incident management aims to minimise the negative impact of incidents by restoring normal service operation as quickly as possible.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.