What is considered an incident?

What is considered an incident?
A . Inability to assign resources to all tasks in the backlog
B . Reduction in the quality of a service
C . Planned interruption to a service
D . End-users having to use self-help tools

Answer: B

Explanation:

An incident in ITIL 4 is defined as an unplanned interruption to a service or a reduction in the quality of a service. Incidents impact the normal functioning of a service, and the goal of Incident Management is to restore normal service operation as quickly as possible.

Reduction in the Quality of Service (Answer B – Correct): Any reduction in service quality, such as slow performance or degraded functionality, is considered an incident. This aligns with the ITIL definition of an incident as an event that impacts service delivery.

Inability to Assign Resources to All Tasks in the Backlog (Answer A – Incorrect): This describes a resource management issue, not an incident, as it does not directly relate to a service interruption or quality degradation.

Planned Interruption (Answer C – Incorrect): Planned interruptions, such as maintenance, are not considered incidents. Incidents are unplanned disruptions or degradations.

End-Users Using Self-Help Tools (Answer D – Incorrect): Self-help tools are part of normal service operation and do not constitute an incident. An incident occurs when there is an unplanned disruption or degradation in service.

ITIL 4

Reference: Incident Management Practice: Incidents are unplanned interruptions or reductions in service quality that require prompt attention to restore normal service.