ITIL 4 Foundation — Question 202

Which is the MOST LIKELY way of resolving major incidents?

Answer options

• A. A support team following detailed procedures for investigating the incident
• B. Users establishing a resolution using self-help
• C. A temporary team working together to identify a resolution
• D. The service desk identifying the cause and a resolution

Correct answer: C

Explanation

The correct answer is C because a temporary team can quickly gather expertise and work collaboratively to resolve major incidents. Options A and D involve structured processes that may take longer, and B relies on users who might not have the necessary technical knowledge to effectively resolve the issue.