Exam ITILFND V4 topic 1 question 311 discussion

The 'incident management' practice sets user expectations **by agreeing, and communicating target resolution times**⁴. This is because every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user⁴. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic⁴. So, the correct answer is **B. By agreeing, and communicating target resolution times**.

B 5.2.5 Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic

I think this should be C

C answer you do already once you have incident created. B answer is something that is set already in advance - so once incident there user has already expectations set

C 5.2.5 Incident management The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

Apart from logging the incident and making sure it is resolved in a time that meets the customer and user expectation, we still have to set that expectation which is communicating and documenting a target resolution time that should be agreed upon. This is done in advance, so "B" is the right answer

https://www.bmc.com/blogs/itil-incident-management/#:~:text=Each%20incident%20should%20be%20logged,realistic%20when%20an%20incident%20occurs. Each incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times should be agreed, documented, and communicated in advance to ensure that expectations are realistic when an incident occurs.

B is correct 5.2.5 Incident management Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic. Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first.

Each incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times should be agreed, documented, and communicated in advance to ensure that expectations are realistic when an incident occurs

Shouldn't it be C ???

C in my opinion; A is SLM

Is B really correct? In my opinion it should be C.