In ITIL terms, what is the goal of incident management?
- A Restore normal service as quickly as possible, including via a workaround
- B Find and eliminate the root cause
- C Approve and schedule changes
- D Document the service catalogue
Answer
Restore normal service as quickly as possible, including via a workaround
Finding the root cause is problem management, which runs on a longer timescale. Conflating the two means fixing the same issue forever.





