ITIL · Question #123
Which one of the following is the BEST description of a major incident?
The correct answer is D. An incident which has a high priority or a high impact on the business. This question tests the ITIL definition of a major incident, which is determined by priority and business impact rather than procedural or organizational factors.
Question
Which one of the following is the BEST description of a major incident?
Options
- AAn incident which is so complex that it requires root cause analysis before a workaround can be found
- BAn incident which requires a large number of people to resolve
- CAn incident logged by a senior manager
- DAn incident which has a high priority or a high impact on the business
How the community answered
(26 responses)- A4% (1)
- C4% (1)
- D92% (24)
Why each option
This question tests the ITIL definition of a major incident, which is determined by priority and business impact rather than procedural or organizational factors.
Requiring root cause analysis before a workaround is found describes complexity, not the definition of a major incident - and root cause analysis is part of problem management.
The number of people required to resolve an incident does not determine whether it is classified as major.
Who logs an incident - including a senior manager - has no bearing on whether it meets the criteria for a major incident classification.
A major incident is defined in ITIL as an incident with the highest priority or highest impact on the business. It triggers a separate, faster procedure with shorter timescales and greater urgency, often involving a dedicated major incident team. Priority and impact are the defining criteria, not complexity, number of staff involved, or who reported it.
Concept tested: ITIL major incident definition and criteria
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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