Question

A retail company's incident management practice handles hundreds of incidents daily, ranging from a single user unable to print to a full point-of-sale outage across all stores during peak trading hours. The service desk manager wants to ensure incidents are handled effectively. Which approach best reflects good incident management practice?

Accepted Answer

Incidents should be categorized and prioritized based on impact and urgency, with different management procedures for low- and high-impact incidents.

Answer

Every incident should follow the same procedure and target resolution time to ensure fairness and consistency across all users.

Answer

All incidents should be escalated immediately to a problem management team so root causes are always addressed before service is restored.

Answer

Incidents should be resolved strictly in the order they are logged to guarantee first-come, first-served treatment.