Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

When an incident is logged, what is the priority rating based on?

1. The speed with which it can be resolved

2. Its impact on business operation and its urgency

3. The customer's perception of priority

4. Whether there is a problem record related to it

The correct answer is: Its impact on business operation and its urgency

The priority rating of an incident is determined by assessing both its impact on business operations and its urgency. Impact refers to the extent of the effect the incident has on the organization’s ability to deliver services, while urgency assesses how quickly the incident needs to be addressed to minimize that impact. This dual consideration ensures that incidents are prioritized in a way that aligns IT response efforts with business needs, enabling effective allocation of resources and a more focused response to critical situations that may hinder business continuity. For instance, an incident that severely disrupts a key business function would receive a higher priority than one that has minimal impact, even if both incidents might take a similar amount of time to resolve. Factors like customer perception or the existence of related problem records, while relevant in other contexts, do not inherently constitute the basis for assigning priority. The focus remains on quantifiable aspects of the incident's effect on operations and the urgency for resolution. This approach helps IT departments manage incidents systematically and efficiently, ensuring that the most business-critical issues are addressed in a timely manner.