How does the 'incident management' practice set user expectations?
How does the 'incident management' practice set user expectations?
The 'incident management' practice sets user expectations by agreeing, and communicating target resolution times. This ensures that all involved parties have a clear understanding of how long it will take to resolve incidents, thereby making sure that expectations are managed and realistic. This approach helps in maintaining transparency and trust between service providers and users.
C in my opinion; A is SLM
B is correct 5.2.5 Incident management Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic. Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first.
Is B really correct? In my opinion it should be C.
The 'incident management' practice sets user expectations **by agreeing, and communicating target resolution times**⁴. This is because every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user⁴. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic⁴. So, the correct answer is **B. By agreeing, and communicating target resolution times**.
B 5.2.5 Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic
I think this should be C
C answer you do already once you have incident created. B answer is something that is set already in advance - so once incident there user has already expectations set
C 5.2.5 Incident management The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Apart from logging the incident and making sure it is resolved in a time that meets the customer and user expectation, we still have to set that expectation which is communicating and documenting a target resolution time that should be agreed upon. This is done in advance, so "B" is the right answer
https://www.bmc.com/blogs/itil-incident-management/#:~:text=Each%20incident%20should%20be%20logged,realistic%20when%20an%20incident%20occurs. Each incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times should be agreed, documented, and communicated in advance to ensure that expectations are realistic when an incident occurs.
Each incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times should be agreed, documented, and communicated in advance to ensure that expectations are realistic when an incident occurs
Shouldn't it be C ???