ITIL 4 Foundation Practice Exam

Which of the following best describes a major incident?

1. An incident that can be managed without urgent attention

2. An incident that has minimal business impact

3. An incident with significant business impact requiring urgent resolution

4. An incident that is part of normal service operations

The correct answer is: An incident with significant business impact requiring urgent resolution

A major incident is defined as an incident that has significant business impact and requires urgent resolution. This definition highlights the critical nature of major incidents, distinguishing them from regular incidents that may not necessitate immediate action. In a business context, when a major incident arises, it typically disrupts services to a degree that affects many users or critical business functions, leading to a loss of revenue, productivity, or customer trust. The urgency associated with major incidents is vital, as organizations must prioritize these situations to minimize potential damage and restore services as quickly as possible. This approach often involves mobilizing dedicated resources and, in many cases, creating a separate command structure to manage the incident effectively. Understanding what constitutes a major incident is crucial for IT service management. It equips teams with the knowledge necessary to escalate issues appropriately, ensuring that incidents with the potential for widespread impact are handled swiftly and effectively. This contrasts sharply with incidents that may be manageable without urgent attention, have minimal impact, or fall within the bounds of normal service operations, which do not require the same level of immediate response or resource allocation.