EXIN ITIL Foundation — Question 8

The BEST description of an incident is:

Answer options

• A. An unplanned disruption of service unless there is a backup to that service
• B. An unplanned interruption to service or a reduction in the quality of service
• C. Any disruption to service whether planned or unplanned
• D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Correct answer: B

Explanation

The correct answer, B, accurately captures the essence of an incident as it refers to an unplanned interruption or decline in service quality. Option A incorrectly limits the definition to situations involving backups, while C includes planned disruptions, which are not classified as incidents. Option D incorrectly suggests that the report to the service desk defines an incident, regardless of service impact.