ITIL 4 Foundation — Question 124

How should an organization prioritize incidents?

Answer options

• A. Ask the user for their preferred resolution timeframe
• B. Assess the availability of the appropriate support team
• C. Use an agreed classification which is based on the business impact of the incident
• D. Create an order of incidents based on the dates and times when they were logged

Correct answer: C

Explanation

The correct answer, C, emphasizes using a classification system based on the business impact of incidents, which helps prioritize effectively. Options A and B focus on user preferences and team availability, which are not as critical as understanding the incident's impact. Option D prioritizes by time logged, which may overlook the severity or business implications of incidents.