ITIL 4 Foundation Practice Exam

What is the main responsibility of a support team?

1. A team with the responsibility to maintain normal operations and resolve incidents

2. A group that develops new services

3. An organization responsible for budgeting

4. A committee that reviews stakeholder feedback

The correct answer is: A team with the responsibility to maintain normal operations and resolve incidents

The main responsibility of a support team is to maintain normal operations and resolve incidents. This involves ensuring that services are running smoothly and promptly addressing any disruptions that occur, which allows the business to function effectively. The support team plays a critical role in incident management, which is a key practice in ITIL, focused on restoring services as quickly as possible and minimizing impact on the business. In addition to incident resolution, the support team may also engage in problem management to identify the root causes of recurring issues and implement permanent fixes. By doing so, the support team helps improve service reliability and user satisfaction. While other options describe important functions within an organization, they do not align with the primary role of a support team. For instance, developing new services is typically the responsibility of development teams, budgeting falls under financial management teams, and stakeholder feedback is usually reviewed by governance or management committees rather than the support team.