Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

What is the purpose of incident management in service operations?

1. To restore service as quickly as possible

2. To provide information on problem management

3. To implement service improvements

4. To ensure communication with customers

The correct answer is: To restore service as quickly as possible

The purpose of incident management in service operations is to restore service as quickly as possible after an interruption occurs. Incident management focuses on returning service to normal operation while minimizing downtime and impact on the business. This process is critical because it helps maintain service quality and user satisfaction by efficiently addressing disruptions, ensuring that business operations can continue with minimal delays. In addition to the primary goal of quick restoration of services, incident management also involves recording incidents, categorizing and prioritizing them, and providing timely updates to affected users. While communication with customers and providing information to other IT service management processes such as problem management are important aspects, the foremost objective remains the swift restoration of services to minimize disruption to users and business processes. This emphasis on speed and efficiency underpins the effectiveness of incident management in maintaining service continuity.