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ITIL-FOUNDATION · Question #427

Which of the following is the BEST definition of an Incident?

The correct answer is D. An unplanned interruption to an IT service or reduction in the quality of an IT service. ITIL precisely defines an Incident as an unplanned interruption to an IT service or a reduction in service quality, distinguishing it from events, alerts, and failures.

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Question

Which of the following is the BEST definition of an Incident?

Options

  • ALoss of ability to operate to specification, or to deliver the required output
  • BA change of state which has significance for the management of a Configuration Item or IT
  • CA warning that a threshold has been reached, something has changed, or a failure has occurred
  • DAn unplanned interruption to an IT service or reduction in the quality of an IT service

How the community answered

(24 responses)
  • A
    4% (1)
  • B
    4% (1)
  • D
    92% (22)

Why each option

ITIL precisely defines an Incident as an unplanned interruption to an IT service or a reduction in service quality, distinguishing it from events, alerts, and failures.

ALoss of ability to operate to specification, or to deliver the required output

Describing a loss of ability to operate to specification more closely aligns with the ITIL definition of a Failure rather than the formal definition of an Incident.

BA change of state which has significance for the management of a Configuration Item or IT

A change of state with significance for the management of a Configuration Item describes an Event in ITIL terminology, not an Incident.

CA warning that a threshold has been reached, something has changed, or a failure has occurred

A warning that a threshold has been reached or a failure has occurred describes an Alert, which may trigger Incident management but is not itself an Incident.

DAn unplanned interruption to an IT service or reduction in the quality of an IT serviceCorrect

The formal ITIL definition states that an Incident is 'an unplanned interruption to an IT service or reduction in the quality of an IT service,' covering both complete outages and degraded service states. This definition is intentionally user-impact-centric and distinguishes Incidents from planned changes, making the unplanned and service-affecting nature the defining characteristics.

Concept tested: ITIL formal definition of an Incident

Topics

#incident definition#service interruption#unplanned interruption#service quality

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