Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

What does the term 'incident' refer to in ITIL?

1. A planned change to the IT environment

2. An unplanned interruption to an IT service

3. A new service introduced into the market

4. A request for a service from a user

The correct answer is: An unplanned interruption to an IT service

In the context of ITIL, the term 'incident' is specifically defined as an unplanned interruption to an IT service or a reduction in the quality of an IT service. This definition highlights the critical nature of incidents, as they can disrupt normal operations and affect users' ability to perform their tasks effectively. The focus of incident management within ITIL is to restore normal service operation as quickly as possible while minimizing impact on the business, thus ensuring that service is consistently delivered. Identifying incidents correctly is fundamental to ensuring effective incident management processes. This includes distinguishing them from other service management processes such as changes, which are planned and typically follow a structured approach to implement modifications within the IT environment. By understanding this definition, IT service management professionals can prioritize and address incidents in a way that aligns with customers' needs and maintains service quality.