ITIL Question #233: Real Exam Question with Answer & Explanation

The correct answer is D: Priority should be based on impact and urgency. In ITIL Incident Management, priority is determined by combining impact (the effect on the business) and urgency (how quickly resolution is needed), not the other way around.

Question

Which of the following statements correctly states the relationship between urgency, priority and impact?

Options

AImpact, priority and urgency are independent of each other
BUrgency should be based on impact and priority
CImpact should be based on urgency and priority
DPriority should be based on impact and urgency

Explanation

In ITIL Incident Management, priority is determined by combining impact (the effect on the business) and urgency (how quickly resolution is needed), not the other way around.

Common mistakes.

A. Impact, urgency, and priority are not independent - priority is directly dependent on both impact and urgency, so treating them as independent would undermine effective incident prioritization.
B. Urgency is an input into determining priority, not something based on impact and priority - reversing this relationship is incorrect.
C. Impact is assessed based on the scope of business effect and is an input to calculating priority; it is not derived from urgency and priority.

Concept tested. ITIL Incident Management - priority, impact, and urgency relationship

Reference. https://www.axelos.com/resource-hub/blog/itil-incident-management

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