ITIL-FOUNDATION · Question #491
Which function is responsible for the closure of an incident record?
The correct answer is B. The service desk. In ITIL, the service desk holds sole responsibility for formally closing incident records after confirming resolution with the affected user.
Question
Which function is responsible for the closure of an incident record?
Options
- AEvent management
- BThe service desk
- CEither the service desk or an appropriate third party engineer
- DAny appropriate function
How the community answered
(21 responses)- B90% (19)
- C5% (1)
- D5% (1)
Why each option
In ITIL, the service desk holds sole responsibility for formally closing incident records after confirming resolution with the affected user.
Event management detects and categorizes infrastructure events but has no authority over the incident record lifecycle or its formal closure.
The service desk is the designated function for managing the full incident lifecycle, including formal closure. Even when technical teams or third parties resolve the technical issue, the service desk must verify with the user that the incident is resolved to their satisfaction before closing the record. This maintains accountability and ensures user-confirmed resolution is consistently applied.
Third-party engineers may contribute to incident resolution, but ITIL assigns closure authority exclusively to the service desk, not to external parties.
Incident closure is not delegated to any appropriate function; ITIL restricts this specifically to the service desk to ensure consistent user confirmation and process integrity.
Concept tested: ITIL incident management closure responsibility
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