Which document is mainly used to track the status of incidents?

Prepare for the ITIL Service Operation Exam with comprehensive multiple choice questions and flashcards. Each study question includes detailed explanations and hints. Ace your exam with tailored prep!

The Incident Record is the primary document used to track the status of incidents. It contains detailed information about each incident, including its description, priority, status, and any actions taken to resolve it. The Incident Record serves as a central repository for logging incidents as they occur, which allows service teams to monitor progress, escalate issues if necessary, and ensure timely resolution.

This document is essential for managing incidents effectively and provides the foundation for analyzing patterns, identifying recurring issues, and improving overall service quality. By maintaining accurate and up-to-date Incident Records, organizations can enhance their incident management processes and ensure that they meet agreed-upon service levels.

In contrast, a Service Level Agreement defines the expected level of service between a provider and a customer but does not track specific incidents. A Change Log records changes made to IT services or infrastructure rather than focusing on incidents. The Configuration Management Database contains information about the IT environment's components, but it is not designed specifically for tracking incidents. Therefore, the Incident Record stands out as the most relevant document for this purpose.

Subscribe

Get the latest from Examzify

You can unsubscribe at any time. Read our privacy policy