Certified Incident Handler (CIH) Practice Ecam

In which step of the ITIL incident management process does the team conduct a post-implementation review?

1. Registration

2. Closure

3. Diagnosis

4. Resolution

The correct answer is: Closure

The step in the ITIL incident management process where a post-implementation review occurs is during the closure phase. In this phase, the team assesses the effectiveness of the resolution and ensures that the incident has been fully resolved to the satisfaction of the user. Conducting a post-implementation review is a critical component, as it allows the team to evaluate what worked well, what did not, and how processes can be improved for future incidents. Closure also involves confirming that all necessary documentation is complete and that any relevant information is updated in the knowledge base. This review not only supports continuous improvement of incident management processes but also serves to enhance the overall service delivery by learning from past experiences.