ITIL-FOUNDATION · Question #551
ITIL-FOUNDATION Question #551: Real Exam Question with Answer & Explanation
The correct answer is B: Unique reference number, incident priority, description of symptoms. When an incident is first logged, three pieces of information are captured immediately: a unique reference number (assigned at creation to track and identify the incident throughout its lifecycle), incident priority (determined by assessing impact and urgency so it can be routed
Question
Options
- AUnique reference number, escalation activity, incident priority
- BUnique reference number, incident priority, description of symptoms
- CEscalation activity, closure category, resolution date and time
- DClosure category, description of symptoms, resolution date and time
Explanation
When an incident is first logged, three pieces of information are captured immediately: a unique reference number (assigned at creation to track and identify the incident throughout its lifecycle), incident priority (determined by assessing impact and urgency so it can be routed and handled appropriately), and a description of symptoms (what the user is experiencing, which forms the basis for diagnosis). The other options include information recorded at different lifecycle stages - escalation activity is recorded during incident handling if the incident is escalated, and closure category and resolution date/time are only recorded when the incident is being closed. Choices A, C, and D all mix early-stage data with late-stage data, making them incorrect.
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