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ITIL · Question #183
ITIL Question #183: Real Exam Question with Answer & Explanation
The correct answer is B: 2 only. An incident model documents the predefined chronological steps to resolve a recurring incident type, while SLA details are maintained in separate agreements and are not part of the model.
Processes
Question
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
Options
- A1 only
- B2 only
- CBoth of the above
- DNeither of the above
Explanation
An incident model documents the predefined chronological steps to resolve a recurring incident type, while SLA details are maintained in separate agreements and are not part of the model.
Common mistakes.
- A. 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.
- C. Both statements cannot be correct because SLA details are explicitly excluded from incident models per ITIL guidance, even though chronological steps are required.
- D. 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.
Concept tested. ITIL incident model required documentation components
Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
Topics
#incident management#incident model#SLA#resolution steps
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