Certified Incident Handler (CIH) Practice Ecam

Which process is focused on identifying and controlling incidents in an IT environment?

1. Change Management

2. Incident Management

3. Configuration Management

4. Release Management

The correct answer is: Incident Management

Incident Management is the correct choice because it specifically deals with identifying, managing, and resolving incidents within an IT environment. This process aims to restore normal service operation as quickly as possible and minimize the impact on business operations. It includes the detection, logging, categorization, prioritization, and escalation of incidents, as well as the coordination of efforts to resolve them. The other processes listed serve different purposes within the framework of IT service management. Change Management focuses on controlling changes to the IT environment to minimize disruption caused by those changes. Configuration Management involves maintaining information about the configuration of the IT infrastructure, such as hardware and software components, rather than actively responding to incidents. Lastly, Release Management is concerned with planning, scheduling, and controlling the movement of releases to test and live environments, ensuring that new functionality is delivered efficiently. While all these processes contribute to a well-functioning IT service management strategy, they do not directly focus on the specific goal of identifying and controlling incidents, which is the primary objective of Incident Management.