Which incident management capability criteria must be fulfilled to achieve capability level 5?

To achievecapability level 5in incident management, an organization must demonstrate a high level of maturity, where processes are well-established, optimized, and continuously improved. ITIL 4 emphasizes continual improvement as a critical aspect of advanced maturity levels.

Capability Level 5 (Answer C - Correct):At this level, the focus is oncontinual improvement. The organization regularly reviews the effectiveness of incident detection and takes proactivesteps to improve the process. This aligns with ITIL’s emphasis on continual improvement through feedback loops and metrics, ensuring that the organization refines its incident management capabilities over time.

Users Reporting Incidents Quickly (Answer A - Incorrect):While this is important for incident management, it is more relevant to lower maturity levels (e.g., ensuring basic incident reporting processes are in place). Atcapability level 5, the focus shifts to improving detection and processes rather than just relying on user reports.

Immediate Detection (Answer B - Incorrect):Immediate detection is ideal but achieving it consistently requires optimized tools and processes. However, this criterion does not fully capture the continual improvement focus required at capability level 5.

Quick Resolution (Answer D - Incorrect):Quick resolution is important, but it is more related toefficiencyrather than the continual improvement needed at capability level 5.

ITIL 4 References:

Continual Improvement Practice:Emphasizes reviewing and improving processes like incident detection and response over time.

Incident Management Practice:Incident detection and its effectiveness should be regularly reviewed as part of continual improvement efforts.