Certified Incident Handler (CIH) Practice Ecam

Which step comes first in the ITIL incident management process?

1. Resolution

2. Closure

3. Registration

4. Diagnosis

The correct answer is: Registration

In the ITIL incident management process, the first step is registration. This step involves documenting the details of the incident as it is reported. Effective registration is crucial because it ensures that all necessary information is captured, which aids in tracking the incident throughout its lifecycle. This includes identifying the incident's source, the impact, and any other pertinent details that will facilitate the subsequent steps in the incident management process. Registration sets the foundation for all other activities in the ITIL framework, ensuring that the incident can be managed effectively. After registration, the incident can then proceed to diagnosis, resolution, and finally closure, following a systematic approach to restore normal service operation as quickly as possible. The emphasis on thorough registration highlights its importance in maintaining an organized and efficient incident management system.