ITIL 4 Foundation Practice Exam

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What does the term resolution refer to in ITIL?

The process of evaluating service quality
The action of solving an incident or problem
The documentation of service requests
The analysis of service performance metrics

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

The term resolution in ITIL specifically refers to the action of solving an incident or problem. This definition emphasizes the importance of not only identifying the issue but also implementing effective solutions to restore normal service operation as quickly as possible. In ITIL, resolution plays a crucial role in the overall incident management and problem management processes, ensuring that services are restored and maintained efficiently to minimize disruption to users. The other choices highlight important aspects of IT service management but do not define resolution accurately. Evaluating service quality, documenting service requests, and analyzing service performance metrics are all vital activities within ITIL, yet they focus more on assessment, record-keeping, and analysis rather than the direct act of solving a core issue. Therefore, resolution distinctly captures the essence of addressing and remedying incidents and problems within the ITIL framework.