Exam ITILFND V4 topic 1 question 104 discussion

Incident is D, am interrution. (C is a risk and not an incident)

quote from official book: Some incidents will be resolved by the users themselves, using self-help. Use of specific self-help records should be captured for use in measurement and improvement activities. D

An incident is a service interruption resolved by the use of self-help tools (Option D). In the context of IT service management, an incident refers to any unplanned event or interruption that causes or may cause a disruption to a service. It could be an unexpected system failure, software error, network outage, or any other event that impacts the normal functioning of a service. Incidents are typically reported by users or detected through monitoring systems. The primary objective of incident management is to restore normal service operation as quickly as possible, minimizing the impact on users and the business. Self-help tools, such as knowledge bases or automated troubleshooting guides, are often utilized to assist users in resolving incidents without the need for direct intervention from support staff.

D Under 5.2.5, Some incidents will be resolved by the users themselves, using self-help.

Some incidents will be resolved by the users themselves, using self-help >> https://www.bmc.com/blogs/itil-incident-management/

Option C sounds more of a Problem, while D is the correct answer

D for sure

D looks correct

Risk = "A possible event that could cause harm or loss, or make it more difficult to achieve objectives." C = " A possible future event that could cause harm" So C can't be answer, therefore D is.

It should be D

This is correct because an interruption or a resolving future interruption must be considered as incident.

should be d

D sound more correct than C. Not all incident can be resolved by self-help tools but it is one of them

D is correct.

D IS THE ANSWER

The answer is =D The Answer = C is not incident it is for risk (Risk is possible future event that could cause harm)

A. The planned removal of an item that might affect a service. Change management B. A result enabled by one or more outputs Outcoms C. A possible future event that could cause harm. Problem cannot be resolved quickly, it is often useful to find and document a workaround for future incidents, based on an understanding of the problem. D. A service interruption resolved by the use of self-help tools Incidents interrupt normal service, focus is to relolve incident using tools like KB, temporary fix, or workaround.