What is meant by the term "unresolved incident"?

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The term "unresolved incident" specifically refers to an incident that has not yet been resolved and remains open. This status indicates that the incident has not yet been addressed adequately to restore normal service operations or that a solution has not been found. In ITIL, the resolution of an incident is essential for ensuring that normal service operation can be resumed as quickly as possible, thereby minimizing the impact on the business.

When an incident remains unresolved, it requires further investigation, analysis, or action from IT support teams. The urgency of addressing such incidents is typically higher, as they can affect user satisfaction and overall service quality. Recognizing an incident as unresolved is crucial for maintaining effective service management, allowing teams to prioritize it appropriately within their workflows.

Other options present different scenarios that do not align with the definition of "unresolved." For example, an incident that has been resolved but not documented suggests that the issue was fixed but lacks proper logging, which does not pertain to the unresolved status. Similarly, incidents that are permanently closed have been fully resolved and are no longer active, while incidents escalated to upper management might indicate higher severity but do not define the status of being unresolved either.

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