ITIL-FOUNDATION · Question #569
What MAIN factors are considered to assess the priority of an incident?
The correct answer is A. The urgency and impact. In ITIL incident management, priority is calculated using two factors - urgency (how quickly resolution is needed) and impact (the effect on the business or users).
Question
What MAIN factors are considered to assess the priority of an incident?
Options
- AThe urgency and impact
- BThe impact and complexity
- CThe cost and urgency
- DThe complexity and cost
How the community answered
(54 responses)- A93% (50)
- B2% (1)
- C4% (2)
- D2% (1)
Why each option
In ITIL incident management, priority is calculated using two factors - urgency (how quickly resolution is needed) and impact (the effect on the business or users).
Impact measures the degree to which an incident affects business processes or the number of users disrupted, while urgency determines the speed at which the incident must be resolved to limit business damage. Together, impact and urgency feed into a priority matrix that determines how quickly the incident management team must respond and allocate resources.
Complexity is not a standard ITIL input to the incident priority calculation - impact is correct but complexity is not used in the defined priority matrix.
Cost is not a primary factor in ITIL incident prioritization - urgency is correct but cost does not form part of the standard impact-urgency priority matrix.
Neither complexity nor cost are the defined ITIL criteria for assigning incident priority - the correct pair is urgency and impact.
Concept tested: ITIL incident priority - urgency and impact factors
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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