ITIL 4 Foundation — Question 129

What is the MOST important reason for prioritizing incidents?

Answer options

• A. To ensure that user expectations are realistic
• B. To ensure that incidents with highest impact are resolved first
• C. To help information-sharing and learning
• D. To provide links to related changes and known errors

Correct answer: B

Explanation

The correct answer is B because prioritizing incidents ensures that those that have the most significant effect on the organization are dealt with promptly, minimizing overall disruption. Options A, C, and D, while important, do not address the critical need to resolve the most impactful incidents first.