Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident 2. Chronological order of steps to resolve the incident

SLA details belong to service level agreements, not incident models; including them in the model would create duplication and maintenance problems as SLAs change independently.

ITIL defines an incident model as a template containing the chronological sequence of steps required to handle a particular category of recurring incident, enabling consistent and efficient resolution. SLA details - such as response and resolution targets - are defined in service level agreements and referenced at the individual incident record level, not embedded within the incident model itself.

Both statements cannot be correct because SLA details are explicitly excluded from incident models per ITIL guidance, even though chronological steps are required.

The chronological order of resolution steps is a mandatory component of an incident model and must be documented to ensure consistent handling of recurring incidents.