What is mandatory to define in the incident management procedures?

Question

Options

• AThe escalation of incidents
• BThe implementation of emergency changes
• CThe recording of deficiencies in the configuration management database (CMDB)
• DThe recording of problems

• A
  78% (21)
• B
  4% (1)
• C
  15% (4)
• D
  4% (1)

Explanation

Escalation of incidents (A) is mandatory in incident management procedures because without defined escalation paths, unresolved incidents can stall indefinitely - procedures must specify when and to whom incidents are escalated based on severity, time thresholds, or impact. Emergency changes (B) belong to change management procedures, not incident management. Recording problems (D) is part of problem management, a separate ITIL process that investigates root causes after incidents are logged. Recording configuration deficiencies in the CMDB (C) falls under configuration management, not incident management procedures.

Memory tip: Think of incident management as a relay race - escalation is the baton pass that keeps the race moving. Without defined handoffs, the race stops. The other options belong to different races entirely (change, problem, and configuration management).

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