Which of the following statements a CORRECT?

An organization is having Issues with their incident management practice, it wants to address the aspect of collective responsibility and improve the time it takes to restore normal service, as well as knowledge-sharing between teams and individuals.

Which of the following statements a CORRECT?
A . Teams that share responsibility cannot have only one person that sees an Incident through to resolution
B . Teams that share responsibility should celebrate heroes and should nut slime successes awl failures
C . Teams that share responsibility should be encouraged to engage experienced people in the process
D . Teams that share responsibility should bounce incidents between them and other teams

Answer: C

Explanation:

In ITIL 4, the Incident Management practice emphasizes the need for collaboration, efficient response, and leveraging expertise to resolve incidents quickly and minimize their impact. The correct approach to addressing issues like collective responsibility and improving knowledge-sharing is to ensure that experienced individuals are involved in the process.

Engaging Experienced People (Answer C – Correct): ITIL promotes collaboration and knowledge-sharing within and between teams. Engaging experienced people ensures that incidents are handled by those with the requisite skills and knowledge, which improves both the speed of resolution and the learning opportunities for others involved. This is in line with the Collaborate and Promote Visibility guiding principle, where cross-team collaboration is encouraged to enhance service restoration and continual improvement.

Hero Mentality and Failing Together (Answer B – Incorrect): While recognizing achievements is important, ITIL advises against promoting a "hero culture" where individuals are solely credited for resolving incidents. Instead, it encourages collective responsibility and learning from both successes and failures. The focus should be on continuous learning and improvement, rather than celebrating individual success in a team-oriented environment.

Seeing an Incident Through to Resolution (Answer A – Incorrect): Even in teams where responsibility is shared, ITIL recommends that there should be clear ownership of incidents to ensure accountability. It’s crucial that one person or a defined team tracks the incident from start to finish, even if multiple people contribute to the resolution.

Bouncing Incidents Between Teams (Answer D – Incorrect): ITIL discourages the practice of bouncing incidents between teams, as this can lead to delays, confusion, and poor resolution times. Instead, clear responsibility and communication are key to effective incident resolution. ITIL 4

Reference: Incident Management Practice: Focuses on ensuring efficient and quick restoration of service by involving the right people and sharing knowledge across teams.

Collaborate and Promote Visibility Guiding Principle: Encourages involving experienced individuals and sharing knowledge to improve outcomes.