Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which aspect is essential when prioritizing incidents?

1. The number of reported incidents

2. The type of technology involved

3. The impact on business operations

4. The time of day the incident was reported

The correct answer is: The impact on business operations

The essential aspect when prioritizing incidents is the impact on business operations. Prioritization is conducted to ensure that resources are allocated effectively and that incidents affecting critical business functions are addressed promptly. Understanding the implications of an incident on overall business operations allows IT teams to determine which incidents require immediate attention based on their potential to disrupt services or affect key processes. For example, an incident that severely impacts the sales system or affects customer service is prioritized over one that affects a non-critical internal application. The aim is to minimize disruption to the business and ensure that key services remain operational, thereby supporting overall organizational objectives. By focusing on the impact, organizations can maintain continuity and effectively manage limited resources.