ITIL 4 Foundation Practice Exam

The primary objective of incident management is to:

1. Prevent incidents from occurring

2. Minimize the negative impact of incidents

3. Document incidents for later analysis

4. Train staff on incident handling

The correct answer is: Minimize the negative impact of incidents

The primary objective of incident management is to minimize the negative impact of incidents. This involves a structured approach to handling disruptions in service, where the focus is on restoring normal service operation as quickly as possible and reducing any adverse effects on business operations. This objective ensures that organizations can maintain a level of service quality and continuity during incidents, thereby protecting both customer satisfaction and business performance. While preventing incidents from occurring is certainly a goal within the broader scope of IT service management, it is not the primary focus of incident management itself, which deals with managing situations after they have arisen. Documenting incidents could also help with future analysis and trend identification, but again, this is secondary to the immediate objective of resolution and recovery. Training staff is vital for effective incident management, but it serves as a support mechanism rather than the primary goal. Thus, the core purpose remains centered on minimizing the impact of incidents to ensure business continuity and customer service.