ITIL 4 Foundation Practice Exam

Which practice focuses on minimizing the negative impact of incidents?

1. Incident response

2. Incident management

3. Problem management

4. Change management

The correct answer is: Incident management

The practice that focuses on minimizing the negative impact of incidents is incident management. This practice is vital within the ITIL framework as it aims to restore normal service operation as quickly as possible and minimize the adverse effect on business operations. Effective incident management ensures that incidents are promptly logged, categorized, prioritized, and resolved, which in turn helps to reduce downtime and maintain service quality. Incident management also involves clear communication with users about the status of incidents, providing timely updates, and managing expectations. By effectively managing incidents, organizations can enhance user satisfaction, improve service quality, and support business continuity. While other practices, such as problem management, focus on identifying and solving the root causes of incidents to prevent future occurrences, incident management is specifically aimed at the immediate response to incidents to mitigate their impacts. This differentiation highlights why incident management is the key practice for addressing the negative effects of incidents promptly.