ITIL Foundation — Question 23
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
Answer options
- A. 1 only
- B. 2 only
- C. Both of the above
- D. Neither of the above
Correct answer: B
Explanation
The correct answer is B because documenting the chronological order of steps to resolve the incident is crucial for effective incident management. While the service level agreement (SLA) is important, it is not specifically required to be documented in the incident model itself.