Certified Incident Handler (CIH) Practice Ecam

Which is the correct sequence of steps in the ITIL incident management process?

1. Registration -> Categorization -> Diagnosis -> Resolution -> Closure

2. Registration -> Diagnosis -> Categorization -> Resolution -> Closure

3. Registration -> Categorization -> Resolution -> Diagnosis -> Closure

4. Registration -> Categorization -> Diagnosis -> Resolution -> Closure

The correct answer is: Registration -> Categorization -> Diagnosis -> Resolution -> Closure

The sequence of steps in the ITIL incident management process outlines a structured approach to handling incidents effectively. The correct order involves initially registering the incident, which is crucial as it logs all relevant details for tracking and reference purposes. Following registration, the incident is categorized. Categorization helps in understanding the nature of the incident and assists in prioritizing the response based on its severity and impact. Next comes the diagnosis phase, where the root cause of the incident is analyzed to identify potential solutions. This is a vital step, as diagnosing accurately ensures that the resolution applied addresses the underlying issue rather than merely treating its symptoms. After diagnosis, the resolution phase takes place, where appropriate remedial actions are implemented to restore service functionality. Finally, the incident is closed after confirming that the resolution satisfies the user’s requirements and that everything is operational again. This closure step is also essential for documenting the incident and the solutions applied for future reference and improvement. This systematic approach not only helps in restoring service swiftly but also contributes to ongoing service improvement by ensuring that all incidents are documented and categorized appropriately for future analysis.