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In ITIL terms, what is the goal of incident management?

  1. A Restore normal service as quickly as possible, including via a workaround
  2. B Find and eliminate the root cause
  3. C Approve and schedule changes
  4. 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.

All IT operations MCQs

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