ITIL 4 Foundation — Question 65
Which statement about the 'incident management' practice is CORRECT?
Answer options
- A. It identifies the cause of major incidents
- B. It authorizes changes to resolve incidents
- C. It maintains detailed procedures for diagnosing incidents
- D. It resolves the highest impact incidents first
Correct answer: D
Explanation
The correct answer is D because incident management focuses on addressing incidents based on their impact on the organization, ensuring that the most critical issues are resolved promptly. Option A is incorrect because identifying the cause is part of problem management, not incident management. Option B is wrong as incident management does not involve authorizing changes, and Option C is incorrect since detailed procedures for diagnosing incidents are also part of problem management.