ITIL-FOUNDATION · Question #478
Which ITIL process is used to restore normal service operation as quickly as possible?
The correct answer is B. Incident management. Incident management exists specifically to restore normal service operation as quickly as possible and minimize adverse business impact. It is the primary reactive ITIL process for handling disruptions.
Question
Which ITIL process is used to restore normal service operation as quickly as possible?
Options
- AService level management
- BIncident management
- CProblem management
- DAvailability management
How the community answered
(36 responses)- B92% (33)
- C6% (2)
- D3% (1)
Why each option
Incident management exists specifically to restore normal service operation as quickly as possible and minimize adverse business impact. It is the primary reactive ITIL process for handling disruptions.
Service level management negotiates, monitors, and reports on SLAs but does not directly restore failed services.
The stated goal of ITIL Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. It handles any unplanned interruption or reduction in quality of an IT service, focusing on speed of recovery rather than root cause investigation.
Problem management identifies and resolves the root causes of incidents to prevent recurrence, but it does not focus on immediate service restoration.
Availability management plans and monitors service availability levels over time; it does not respond to live service disruptions.
Concept tested: ITIL Incident Management objective and scope
Source: https://wiki.en.it-processmaps.com/index.php/Incident_Management
Topics
Community Discussion
No community discussion yet for this question.