ITIL 4 Foundation Practice Exam

In the context of incident management, resolution is important because it:

1. Affects user satisfaction and service delivery

2. Provides data for future enhancements

3. Determines the necessary resources for service

4. Establishes a budget for IT services

The correct answer is: Affects user satisfaction and service delivery

Resolution is critically important in incident management as it directly impacts user satisfaction and service delivery. When incidents are resolved promptly and effectively, it leads to a more positive experience for users, which enhances their trust in IT services. Users and stakeholders expect timely resolutions to minimize disruption to their work, and the responsiveness of the incident management process can significantly influence their overall perception of the IT department. In addition, efficient resolution of incidents can improve service delivery by ensuring that services are consistently available and performing well. When incidents are managed appropriately, it not only restores normal operations but also helps to build a reputation for reliability and efficiency in the provision of IT services. Therefore, prioritizing resolution within incident management is essential for maintaining service quality and user confidence.