ITIL Question #268: Real Exam Question with Answer & Explanation

The correct answer is B: An unplanned interruption to an IT service or reduction in the quality of an IT service. ITIL defines an Incident as an unplanned interruption or quality reduction in an IT service, distinguishing it from related terms like events, alerts, and failures.

Generic concepts and definitions

Question

Which of the following is the BEST definition of an Incident?

Options

AA warning that a threshold has been reached, something has changed, or a failure has occurred
BAn unplanned interruption to an IT service or reduction in the quality of an IT service
CA change of state which has significance for the management of a Configuration Item or IT
DLoss of ability to operate to specification, or to deliver the required output

Explanation

ITIL defines an Incident as an unplanned interruption or quality reduction in an IT service, distinguishing it from related terms like events, alerts, and failures.

Common mistakes.

A. This describes an Alert in ITIL - a notification from a monitoring tool indicating a threshold breach, change, or failure - which is not the same as an Incident.
C. This describes an Event in ITIL - a change of state that has significance for the management of a Configuration Item or IT service - which is a broader concept than an Incident.
D. This describes a Failure in ITIL - the loss of ability to operate to specification or deliver the required output - which is a more specific technical term distinct from the service-level definition of an Incident.

Concept tested. ITIL Incident definition and service management terminology

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

Topics

#incident#incident management#definitions

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