ITIL V4 Foundation: How does categorization of incidents assist the incident management practice?

How does categorization of incidents assist the incident management practice?

OPTIONS

• It helps direct the incident to the correct support area.
• It determines the priority assigned to the incident.
• It ensures that incidents are resolved in timescales agreed with the customer.
• It determines how the service provider is perceived.

Answer:

It helps direct the incident to the correct support area.

Explanation:

More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team.