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

SLA details such as response and resolution targets are not part of the incident model; they are tracked in the incident record and managed by the service level management process.

ITIL defines an incident model as a set of pre-defined, chronologically ordered steps to handle a specific category of incident consistently. The sequence of resolution steps is the core content of the model, ensuring technicians follow a proven process. SLA details are referenced in the incident record or monitored by service level management, not stored within the incident model.

Including SLA details in the incident model is incorrect because the model defines resolution steps, not contractual targets, so both statements cannot be true.

The chronological order of resolution steps is explicitly a required component of an incident model in ITIL, so stating neither applies is incorrect.