ITIL 4 Foundation Practice Exam

What role does business impact play in defining a major incident?

1. It determines the urgency of resolving minor incidents

2. It defines whether an incident needs to be logged

3. It indicates the level of coordination required for resolution

4. It influences the budget allocated for incident management

The correct answer is: It indicates the level of coordination required for resolution

Business impact plays a crucial role in defining a major incident by indicating the level of coordination required for resolution. When an incident has a significant impact on business operations, it often necessitates a more intensive and collaborative approach to resolve it. This could involve engaging multiple teams, higher management, or specialized resources to restore services quickly and minimize further disruption. In understanding the severity and urgency of an incident, organizations assess how it affects critical business functions. A major incident typically disrupts essential services, leading to considerable downtime or loss in revenue, thus necessitating a coordinated response that might involve various departments and stakeholders. The other options highlight aspects that do not align with the primary role of business impact in the context of major incidents. For instance, while urgency in resolving minor incidents may relate to business impact, it does not define major incidents. Similarly, whether an incident needs logging is a procedural matter, and budget considerations are influenced by broader strategic priorities rather than being directly related to the definition of major incidents.