What defines an "Incident Model" in ITIL?

An Incident Model in ITIL refers to a predefined set of steps to be followed when handling a specific type of incident. This concept is critical in ensuring a consistent and efficient approach to incident management. By having a model in place, organizations can streamline their response to recurring incidents, improve time-to-resolution, and ensure that teams follow best practices for handling specific types of issues.

When incidents occur, having predefined procedures enables IT personnel to quickly and effectively address the problem without having to devise a new plan each time. This reduces the likelihood of oversight and minimizes downtime, ultimately contributing to better service delivery and customer satisfaction. Furthermore, Incident Models can often be used in conjunction with tools and automated processes to enhance efficiency further.

While other options might relate to various aspects of ITIL practice, such as addressing known errors or establishing communication frameworks, they do not specifically convey the structured response mechanism provided by an Incident Model, which is focused solely on managing incidents effectively. Hence, the emphasis on predefined steps distinguishes Incident Models within the context of ITIL practices.