Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Under which circumstance should an incident be generated following an event notification?

1. An incident should always be raised following an event

2. An incident should never be raised following an event

3. An incident should be raised following an alert

4. An incident should be raised when there has been a disruption to service

The correct answer is: An incident should be raised when there has been a disruption to service

An incident should be generated when there has been a disruption to service because this aligns with the ITIL framework's focus on maintaining service quality and availability. When a notification indicates that a disruption has occurred, it signifies that an incident has manifested, which requires a formal process to restore normal service operations. Raising an incident in response to service disruption allows for systematic investigation, diagnosis, and resolution in adherence to established IT service management practices. This process not only facilitates immediate response to the issue but also enables the organization to capture relevant data for future analysis, potentially leading to improvements in service delivery and incident management processes. While other options mention raising incidents based on various criteria, they do not emphasize the specific context where service is disrupted, which is the core tenet of effective incident management within the ITIL framework.