What should happen when an incident is deemed a major incident?

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When an incident is identified as a major incident, it signifies that it has a significant impact on the business, affecting critical services and requiring immediate attention. Escalating and managing it according to established protocols is essential for several reasons.

Established protocols specifically designed for major incidents typically include defined processes for rapid communication, resource allocation, and coordination among different teams. These procedures ensure that the right resources are mobilized quickly to address the incident effectively, minimizing downtime and mitigating impact on the business and its customers.

Moreover, major incident management often involves higher levels of oversight, including involvement from senior management or specialized teams, ensuring that there is a structured approach to restoring services as quickly as possible. This level of urgency and attention is critical in maintaining service quality and customer satisfaction.

In contrast, other options do not address the gravity of a major incident adequately. Simply logging the incident without escalation would lead to delays in response and resolution. Discussing it in monthly meetings does not provide the immediacy needed for resolution, and having a low-level technician resolve it may not match the complexity or severity of the situation, potentially prolonging service disruption.

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