ITIL 4 Foundation — Question 321

How are target resolution times used in the 'incident management' practice?

Answer options

• A. They are agreed, documented, and communicated to help set user expectations
• B. They are established, reviewed, and reported to ensure that customers are happy with the service
• C. They are initiated, approved, and managed to ensure that predictable responses are achieved
• D. They are scheduled, assessed and authorized to reduce the risk of service failures

Correct answer: A

Explanation

The correct answer, A, highlights the importance of target resolution times in managing user expectations through clear communication. Options B, C, and D focus on aspects like customer satisfaction, predictable responses, and risk reduction, which, while important, do not directly address the primary role of target resolution times in incident management.