Home » Certification Exams Questions » ITIL v4: Why should incidents be prioritized?

  • To help automated matching of incidents to problems or known errors
  • To identify which support team the incident should be escalated to
  • To ensure that incidents with the highest business impact are resolved first
  • To encourage a high level of collaboration within and between teams

Answer:

To ensure that incidents with the highest business impact are resolved first

Explanation:

Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first.

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