The first step in theIncident Managementprocess after detecting an incident is theIncident classificationstep. ITIL 4 definesIncident classificationas the step where the incident is categorized based on certain criteria, such as the type of failure, affected configuration items (CIs), services, urgency,and impact. This categorization helps direct the incident to the appropriate support team responsible for handling incidents involving the specific CI or service.
Incident Detection (Answer D):This is the step where an incident is identified or reported, either by monitoring systems or through users. However, this step does not identify the responsible team; it only alerts the organization that an incident has occurred.
Incident Classification (Answer B):After detection, the next step is classification, where the incident is categorized, and based on this categorization, the team responsible for the failed CI or service is identified. For instance, if the incident relates to a network outage, it is classified accordingly and assigned to the network management team. This is the first step where responsibility for resolving the incident starts to take shape.
Incident Diagnosis (Answer A):Once the responsible team is identified, the incident diagnosis phase begins, where the team investigates the root cause of the incident. This phase cannot start until the incident is classified and assigned to the correct team.
Incident Resolution (Answer C):This step involves the actual resolution of the incident but comes later in the process, after the classification, diagnosis, and other steps have been completed.
ITIL 4 References:
Incident Management Practice:The classification step is essential to ensure that incidents are properly categorized, and that they are assigned to the correct team based on the service or CI involved.
Service Operation:ITIL emphasizes the importance of classification for efficient and effective incident handling to reduce the time to resolution.
