Which process includes the responsibility of recovering the service as quickly as possible?

Question

Options

• AAvailability Management
• BIT Service Continuity Management
• CIncident management
• DProblem Management

• A
  4% (2)
• B
  7% (3)
• C
  76% (34)
• D
  13% (6)

Explanation

Incident Management is explicitly defined in ITIL as the process responsible for restoring normal service operation as quickly as possible while minimizing business impact - speed of recovery is its primary objective, not root cause elimination or long-term prevention.

Why the distractors are wrong:

• A (Availability Management) is a proactive, design-focused process concerned with ensuring services meet agreed availability targets - it prevents outages rather than responding to them.
• B (IT Service Continuity Management) handles major disaster scenarios and business continuity planning, not routine service restoration; it's invoked when normal recovery isn't enough.
• D (Problem Management) investigates the root cause of recurring incidents to prevent recurrence - it's about permanent fixes, not rapid recovery.

Memory tip: Think of the word "incident" like an emergency room visit - the ER (Incident Management) stabilizes the patient fast. Problem Management is the specialist who figures out why the patient keeps coming back.

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