Which management strategy is concerned with returning to the normal service levels as defined in a negotiated service level agreement (SLA)?

Question

Options

• AIncident management
• BChange management
• CCapacity management
• DAvailability management

• A
  78% (25)
• B
  6% (2)
• C
  13% (4)
• D
  3% (1)

Explanation

Incident Management focuses specifically on restoring normal service operation as quickly as possible following an unplanned interruption, making it the correct answer - its primary goal is to minimize the impact of incidents and return service to the levels defined in the SLA.

Change Management (B) governs how changes to IT systems are planned, approved, and implemented - it's about controlling modifications, not restoring disrupted services. Capacity Management (C) ensures IT resources can meet current and future demand; it's forward-looking and resource-focused, not incident-response focused. Availability Management (D) aims to ensure services are available at agreed levels over time through proactive design and monitoring, but it doesn't handle the reactive restoration when something goes wrong.

Memory tip: Think "Incident = In the moment." When something breaks right now and you need to get back to your SLA commitments, that's Incident Management - it's reactive, urgent, and SLA-restoration-driven.

No community discussion yet for this question.