Certified Incident Handler (CIH) Practice Ecam

During which step of the ITIL incident management process does the response team fix the root cause of the incident?

1. Diagnosis

2. Resolution

3. Closure

4. Registration

The correct answer is: Resolution

The response team addresses the root cause of the incident primarily during the resolution step. This phase is critical because it involves not only implementing a workaround to restore normal service but also identifying and resolving the underlying issue that led to the incident. This ensures that the same incident does not occur again in the future. During the resolution step, the team conducts a thorough investigation to determine the root cause and takes appropriate action to fix it. This may involve technical troubleshooting, configuration changes, or even process improvements, ensuring that the service can maintain reliability. Other phases, such as diagnosis, are focused on identifying the cause of an incident but do not necessarily involve the actual fixing of the problem. The closure phase is concerned with finalizing the incident resolution and documenting it, including any related patterns, while registration is about logging the incident into the system. Therefore, the resolution step is distinct and pivotal in restoring normal operations by addressing the cause directly.