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Exam ITILFND topic 1 question 11 discussion

Actual exam question from ITIL's ITILFND
Question #: 11
Topic #: 1
[All ITILFND Questions]

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

  • A. 1 only
  • B. 2 only
  • C. Both of the above
  • D. Neither of the above
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Suggested Answer: B 🗳️
by tacihosi at April 5, 2025, 12:42 p.m.

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Tolusal
3 months ago
Selected Answer: B
An incident model in ITIL is a predefined approach for handling recurring types of incidents. It should include: Details of the SLA pertaining to the incident ✅ This ensures that the response and resolution times align with agreed service levels. Chronological order of steps to resolve the incident ✅ This provides a consistent and efficient method for resolution, reducing time and errors.
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