ITIL · Question #154
Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2. Check that the user is satisfied with the outcome
The correct answer is B. Both of the above. ITIL incident management requires both re-checking the incident categorization and confirming user satisfaction as mandatory steps when closing an incident.
Question
Options
- A1 only
- BBoth of the above
- C2 only
- DNeither of the above
How the community answered
(22 responses)- A5% (1)
- B91% (20)
- D5% (1)
Why each option
ITIL incident management requires both re-checking the incident categorization and confirming user satisfaction as mandatory steps when closing an incident.
Checking user satisfaction is also a required closure step to confirm resolution from the user's perspective, so only doing categorization is insufficient.
ITIL incident management specifies that closure activities must include verifying and correcting the incident categorization to preserve accurate historical data for trend analysis, and confirming with the user that the incident is resolved to their satisfaction before formally closing the record.
Correcting incident categorization is also required to maintain accurate records for problem management and reporting, so only checking satisfaction is insufficient.
Both activities are explicitly defined as required closure steps in ITIL incident management.
Concept tested: ITIL incident management closure procedures
Source: https://www.axelos.com/best-practice-solutions/itil
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