ITIL Question #422: Real Exam Question with Answer & Explanation

The correct answer is D: Manage Incidents effectively through 1st, 2nd and 3rd line. The Incident Manager must have authority across all three support lines to coordinate and drive incident resolution end-to-end, regardless of where the incident is being worked.

Question

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Options

AOnly manage Incidents effectively through 1st and 2nd line
BOnly manage Incidents effectively through the 1st line
COnly manage Incidents effectively at the 3rd line
DManage Incidents effectively through 1st, 2nd and 3rd line

Explanation

The Incident Manager must have authority across all three support lines to coordinate and drive incident resolution end-to-end, regardless of where the incident is being worked.

Common mistakes.

A. Limiting authority to only 1st and 2nd line leaves the Incident Manager without control over specialist 3rd line teams, which are often critical for resolving major or complex incidents.
B. Authority restricted to only 1st line support is insufficient because most incidents require escalation, and the Incident Manager would have no authority to direct 2nd or 3rd line resolution teams.
C. Authority limited to only 3rd line ignores the vast majority of incidents handled at 1st and 2nd line, undermining the Incident Manager's ability to manage the full incident lifecycle.

Concept tested. Incident Manager authority across support lines

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

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