ITIL 4 Foundation Practice Exam

Which practice seeks to quickly restore normal service operation following incidents?

1. Service Request Management

2. Incident Management

3. Change Control

4. Service Desk

The correct answer is: Incident Management

The practice that seeks to quickly restore normal service operation following incidents is Incident Management. This practice focuses on identifying, logging, and resolving incidents as quickly as possible to minimize impact on the business and ensure that service disruptions are addressed efficiently. By prioritizing the swift restoration of service, Incident Management aims to maintain service quality and user satisfaction. Furthermore, Incident Management is integral to the overall IT service management framework, as it integrates with other practices such as Service Request Management, which deals with user requests that are not incidents. Change Control, which involves managing changes to IT services and minimizing risk, does not focus on restoring service post-incident. Similarly, the Service Desk acts as a single point of contact for users but is not exclusively responsible for the restoration of services after incidents, as its role encompasses a broader range of service support functions. In summary, the primary aim of Incident Management is to respond and resolve incidents effectively, ensuring that normal service operation is restored with minimal disruption.