ITIL4F ITIL Guiding Principles Practice Question

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

• ✗

  Evaluate and authorize changes

  Why it's wrong here

  Evaluating and authorising changes is the Change Enablement practice, which assesses risk and approves changes to services. Incident Management restores normal service operation quickly, so it is tempting because incidents frequently trigger changes, yet authorisation itself is a separate practice.

• ✗

  Find the root cause of incidents

  Why it's wrong here

  Root cause analysis belongs to Problem Management, which investigates underlying causes to prevent recurrence. Incident Management focuses on restoring normal service as quickly as possible, often through workarounds, so it is tempting because both practices deal with the same incidents but at different depths.

• ✓

  Restore normal service operation as quickly as possible

  Why this is correct

  Incident Management's defined purpose is to minimise the negative impact of incidents by restoring normal service operation as quickly as practicable. This directly satisfies the stem's demand for the practice's primary purpose, distinguishing it from Problem Management, which addresses root causes rather than speed of restoration.

• ✗

  Fulfil service requests

  Why it's wrong here

  Service requests cover standard, pre-approved user asks such as access or software, handled by the Service Request Management practice. Incident Management instead restores normal service operation quickly after an unplanned interruption or degradation, so fulfilling requests sits outside its purpose.

Go deeper

Related to this question