Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following tasks is part of the resolution process during incidents?

1. Assessing business impact

2. Immediate restoration of services

3. Documentation of issues

4. Implementing changes

The correct answer is: Immediate restoration of services

Immediate restoration of services is a critical component of the resolution process during incidents. When incidents occur, the primary objective is to quickly restore normal service operation while minimizing disruption to the business. This focus on rapid restoration ensures that users can continue their work with minimal downtime, which is essential for maintaining productivity and organizational efficiency. In the context of incident management, this task often involves identifying workarounds or temporary solutions that can help restore services until a more permanent fix can be implemented. This urgency is vital, as incidents can lead to significant disruptions if not resolved promptly. Other tasks, while important in the overall incident management framework, do not directly pertain to the immediate resolution process. For instance, assessing business impact helps understand the consequences of an incident but is part of the assessment phase rather than immediate resolution. Documentation of issues is valuable for learning and future reference but occurs after addressing the immediate incident. Implementing changes may be necessary to prevent future incidents, but it generally takes place outside of the incident resolution timeline.