ITIL-FOUNDATION · Question #123
Which one of the following is the BEST description of a major incident?
The correct answer is D. An incident which has a high priority or a high impact on the business. This question tests the ITIL definition of a major incident, which is based on business impact and priority rather than complexity or staffing.
Question
Which one of the following is the BEST description of a major incident?
Options
- AAn incident which is so complex that it requires root cause analysis before a workaround can be found
- BAn incident which requires a large number of people to resolve
- CAn incident logged by a senior manager
- DAn incident which has a high priority or a high impact on the business
How the community answered
(64 responses)- A2% (1)
- B3% (2)
- C2% (1)
- D94% (60)
Why each option
This question tests the ITIL definition of a major incident, which is based on business impact and priority rather than complexity or staffing.
Requiring root cause analysis before a workaround is a characteristic of complexity, not the ITIL criterion for classifying an incident as major.
The number of staff required to resolve an incident does not determine whether it is classified as major under ITIL.
Who logs an incident - including a senior manager - has no bearing on its classification as a major incident in ITIL.
ITIL defines a major incident as one with the highest category of impact on the business, typically associated with a high priority level. Organizations define what constitutes 'major' in their own major incident procedure, but the defining criterion is always the degree of business impact or urgency, not technical complexity or who reports it.
Concept tested: ITIL major incident classification criteria
Source: https://www.axelos.com/resource-hub/glossary
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