Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

The correct sequence reflects the structured approach outlined in ITIL for handling incidents effectively. The lifecycle begins with incident logging, which is essential for maintaining a record of all incidents reported to ensure no data is lost and for facilitating further actions. After logging the incident, the next step is incident categorization. Categorizing incidents allows organizations to classify issues based on defined criteria, which can help in determining the appropriate response priorities and resources required for resolution. This step is critical as it enables better tracking and analysis for future improvements. Following categorization, incident prioritization occurs. Prioritization assesses the impact and urgency of the incident, guiding teams on how to address it based on its severity and the potential effect on business operations. Proper prioritization ensures that the most critical incidents are dealt with first, optimizing resource allocation. The sequence then moves to initial diagnosis and possible escalation. Here, teams perform a preliminary assessment to understand the nature of the incident better and determine whether it can be resolved at that level or needs to be escalated to higher-level support teams for more complex issues. The final stages of incident lifecycle would then include investigation and diagnosis, which involves a detailed exploration to identify the root cause and potential resolutions. Once resolved, the incident goes into the resolution and recovery