itil · ITILFND-V4 · Q424 · multiple_choice · topic_1

How are target resolution times used in the 'incident management' practice?

A.They are agreed, documented, and communicated to help set user expectations
B.They are established, reviewed, and reported to ensure that customers are happy with the service
C.They are initiated, approved, and managed to ensure that predictable responses are achieved
D.They are scheduled, assessed and authorized to reduce the risk of service failures

Explanation

Selected Answer: A Incident management can have an enormous impact on customer and user satisfaction, and on how customers and users perceive the service provider. Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic. Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first.

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