ITIL-4-CDS · Question #77
In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices…
The correct answer is B. Incident Management practiceright. The Incident Management practice owns the complete lifecycle of unplanned service disruptions. It defines how incidents are captured whether via user reports or automated event triggers, how CI attributes inform categorization and impact assessment, and how dynamic priority…
Question
In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices. Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?
Options
- AEvent Management practice
- BIncident Management practiceright
- CProblem Management practice
- DService Request Management practice
How the community answered
(49 responses)- A6% (3)
- B51% (25)
- C29% (14)
- D14% (7)
Explanation
The Incident Management practice owns the complete lifecycle of unplanned service disruptions. It defines how incidents are captured whether via user reports or automated event triggers, how CI attributes inform categorization and impact assessment, and how dynamic priority matrices drive automated escalations. It also prescribes major-incident procedures, integrates knowledge- article recommendations into the resolution workflow, and enforces closure criteria once service restoration is verified.
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