ITIL 4 Foundation — Question 50

What is the purpose of the 'incident management' practice?

Answer options

• A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
• B. To capture demand for incident resolution and service requests
• C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
• D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Correct answer: A

Explanation

The correct answer, A, highlights that incident management focuses on quickly restoring normal service to minimize negative impacts. The other options address related practices but do not capture the primary purpose of incident management, which is swift recovery rather than demand capture, cause identification, or user request handling.