ITIL 4 Foundation — Question 161

Which statement about managing incidents is CORRECT?

Answer options

• A. Low impact incidents should be resolved efficiently, making logging unnecessary
• B. The 'incident management' practice should use a single process regardless of the impact of the incident
• C. Low impact incidents should be resolved efficiently so the resource required is reduced
• D. Incidents with the lowest impact should be resolved first

Correct answer: C

Explanation

Option C is correct because resolving low impact incidents efficiently helps conserve resources, ensuring that the IT team can focus on more critical issues. Option A is incorrect as logging is essential for tracking and learning from all incidents, regardless of impact. Option B is wrong because different incidents may require tailored processes based on their impact. Option D is misleading since prioritizing based solely on impact might not always align with business needs.