Which of the following statement is CORRECT?

The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream.

Which of the following statement is CORRECT?
A . Incident management should be involved in all value streams.
B . Only the incident management value stream can trigger restoration of normal service
C . Incident management can be involved in other value streams
D . Incident management should be included in the required fulfillment workflow

Answer: C

Explanation:

ITIL 4 defines Incident Management as a key practice that works across various parts of the Service Value Chain. While Incident Management has its own value stream focused on restoring normal service operations as quickly as possible, it can also be involved in other value streams to handle incidents that may arise during activities like Service Fulfillment, Service Request Management, or even during the delivery of new services.

Incident Management in Multiple Value Streams (Answer C – Correct): Incident Management can be involved in other value streams where its role is to manage disruptions that may occur during different stages of service delivery or other operations. For example, during Change Management, incidents may occur as a result of changes made to the infrastructure, and Incident Management would need to step in to manage those disruptions.

Incident Management in All Value Streams (Answer A): While incident management is crucial, it is not necessarily involved in all value streams. Value streams that do not involve service disruptions or incidents, such as strategic planning or purely administrative value streams, may not require the involvement of incident management.

Restoration of Normal Service (Answer B): While Incident Management focuses on restoring normal service as soon as possible, other value streams like Change Enablement and Service Request Management can also trigger service restoration activities under different circumstances. Therefore, it is incorrect to say that only the Incident Management value stream can trigger restoration.

Incident Management in Fulfillment Workflow (Answer D): While Service Request Fulfillment often deals with requests such as password resets or access requests, which are not necessarily incidents, there may be occasions where Incident Management overlaps with the fulfillment process (e.g., if a service request leads to an incident). However, it is not mandatory that Incident Management be involved in every fulfillment workflow.

ITIL 4

Reference: Service Value Chain: Incident Management activities are often part of various stages across the value chain, particularly in Engage, Deliver and Support, and Improve stages.

Incident Management Practice: Incident Management ensures service disruptions are managed efficiently and effectively, making it a practice that can be invoked during various service value streams when required.