ITIL 4 Foundation — Question 160

How does the 'incident management' practice set user expectations?

Answer options

• A. By using collaboration tools to communicate effectively
• B. By agreeing, and communicating target resolution times
• C. By assigning resources to ensure that all incidents are resolved as quickly as possible
• D. By automated matching of incidents to known errors

Correct answer: B

Explanation

The correct answer is B because agreeing on and communicating target resolution times helps inform users of when they can expect issues to be resolved. The other options, while they may contribute to incident management, do not directly set user expectations regarding resolution timelines.