ITIL 4 Foundation Practice Exam

What does the term "resolution" refer to in IT service management?

1. The process of documenting user feedback

2. The action of solving an incident or problem

3. The implementation of a new service

4. The outcome of a service evaluation

The correct answer is: The action of solving an incident or problem

The term "resolution" in IT service management specifically refers to the action of solving an incident or problem. This is a critical aspect of incident management, where the primary objective is to restore normal service operation as quickly as possible while minimizing impact on the business. The focus is on identifying the root cause of an incident and applying appropriate measures to rectify it. When resolution occurs, it not only addresses the immediate symptoms of an incident but also ensures that the underlying issue is understood and, if necessary, preventive measures are put in place to avoid future occurrences. This concept is pivotal in maintaining service quality and ensuring that IT services align with business needs. The other concepts outlined do not accurately convey the definition of "resolution." Documenting user feedback pertains to gathering insights to improve services but doesn't directly address resolving issues. The implementation of a new service relates to deployment rather than solving existing problems. Lastly, the outcome of a service evaluation involves assessing how a service performs over time, which is separate from the actual resolution of incidents.