ITIL-FOUNDATION · Question #224
The BEST description of an Incident is:
The correct answer is B. An unplanned interruption to service or a reduction in the quality of service. ITIL defines an incident as an unplanned interruption to a service or a reduction in the quality of a service. Option B matches this formal definition exactly.
Question
The BEST description of an Incident is:
Options
- AAn unplanned disruption of service unless there is a backup to that service
- BAn unplanned interruption to service or a reduction in the quality of service
- CAny disruption to service whether planned or unplanned
- DAny disruption to service that is reported to the Service Desk, regardless of whether the
How the community answered
(40 responses)- A3% (1)
- B88% (35)
- C8% (3)
- D3% (1)
Why each option
ITIL defines an incident as an unplanned interruption to a service or a reduction in the quality of a service. Option B matches this formal definition exactly.
Adding the qualifier 'unless there is a backup' is not part of the ITIL definition; the existence of a backup or workaround does not prevent an event from being classified as an incident.
The ITIL definition of an incident is 'an unplanned interruption to an IT service or reduction in the quality of an IT service.' This definition covers both full outages and degraded performance, and the 'unplanned' qualifier distinguishes incidents from planned changes or scheduled maintenance windows.
Planned disruptions such as scheduled maintenance are not incidents by ITIL definition; the 'unplanned' qualifier is essential and must not be removed.
Incidents are not limited to events reported to the Service Desk; an incident exists when service is unplannedly interrupted or degraded, regardless of the reporting channel.
Concept tested: ITIL incident definition and classification
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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