ITIL 4 Foundation Practice Exam

What is the main responsibility of Incident Management?

1. To create new IT policies and procedures

2. To minimize the negative impact of incidents on services

3. To enhance user training on services

4. To automate service requests

The correct answer is: To minimize the negative impact of incidents on services

The main responsibility of Incident Management is to minimize the negative impact of incidents on services. This process is crucial in restoring normal service operation as quickly as possible while ensuring that disruption to the business is reduced. By focusing on quick resolution, Incident Management aims to maintain service quality and enhance user satisfaction, thereby supporting the overall IT service delivery objectives. In the context of ITIL, incidents are any unplanned interruption to a service or reduction in the quality of a service. The Incident Management process involves logging the incident, categorizing and prioritizing it, diagnosing the issue, and implementing a resolution. The ultimate goal is to return the affected services to normal operation, thus minimizing downtime and its associated negative impacts on the business and users. While the other options may relate to aspects of IT service management, they do not directly align with the primary aim of Incident Management. Creating new IT policies and procedures, enhancing user training, and automating service requests fall under different practices and processes within ITIL, such as Change Management, Knowledge Management, and Service Request Management, rather than being central to Incident Management's core responsibilities.