ITIL · Question #224
The BEST description of an Incident is:
The correct answer is B. An unplanned interruption to service or a reduction in the quality of service. ITIL defines an incident as any unplanned interruption to an IT service or a reduction in the quality of an IT service.
Question
The BEST description of an Incident is:
Options
- AAn unplanned disruption of service unless there is a backup to that service
- BAn unplanned interruption to service or a reduction in the quality of service
- CAny disruption to service whether planned or unplanned
- DAny disruption to service that is reported to the Service Desk, regardless of whether the
How the community answered
(45 responses)- A2% (1)
- B91% (41)
- C4% (2)
- D2% (1)
Why each option
ITIL defines an incident as any unplanned interruption to an IT service or a reduction in the quality of an IT service.
This incorrectly conditions the definition on the absence of a backup service, which is not part of ITIL's incident definition.
Option B matches the official ITIL glossary definition precisely - an incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. Crucially, it covers both complete outages and degraded performance, and it is strictly limited to unplanned events. This definition distinguishes incidents from planned maintenance activities and from service requests.
ITIL limits incidents to unplanned disruptions - planned disruptions such as approved maintenance windows are not classified as incidents.
An incident is defined by its unplanned nature and impact on service quality, not by the act of reporting it to the Service Desk.
Concept tested: ITIL incident definition and classification
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