ITIL-FOUNDATION · Question #521
Which describes an interface of incident management with service level management?
The correct answer is C. Incident response times. Incident Management interfaces with Service Level Management primarily through incident response times, which are defined in SLAs and monitored by SLM.
Question
Which describes an interface of incident management with service level management?
Options
- AIncident workarounds
- BCreating a problem record
- CIncident response times
- DThe status of faulty Cis
How the community answered
(50 responses)- A2% (1)
- B10% (5)
- C82% (41)
- D6% (3)
Why each option
Incident Management interfaces with Service Level Management primarily through incident response times, which are defined in SLAs and monitored by SLM.
Incident workarounds are a technique used internally within Incident Management to restore service and do not represent an interface with Service Level Management.
Creating a problem record is an interface between Incident Management and Problem Management, not Service Level Management.
Service Level Management defines and monitors response and resolution time targets for incidents within Service Level Agreements. Incident Management must meet these response time targets, making incident response times the key interface point between the two processes - SLM sets the targets and Incident Management reports against them.
The status of faulty CIs is an interface between Incident Management and Configuration Management, not Service Level Management.
Concept tested: Incident management and SLM interface via response times
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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