Which of the following suggestions is the BEST for the organization to achieve that objective?

An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices.

Which of the following suggestions is the BEST for the organization to achieve that objective?
A . Start with the most critical services and Implement a basic incident workflow
B . Start with the least critical services and implement a basic incident workflow
C . SU11I with the most critical services and implement a detailed incident workflow
D . Start with the least critical services and implement a detailed incident workflow

Answer: A

Explanation:

In ITIL 4, incident management focuses on restoring normal service operations as quickly as possible to minimize the business impact. The key to simplifying incident management is starting with critical services, where the impact of downtime is most severe, and using a basic workflow that can be expanded later.

Start with the most critical services: This approach is in line with ITIL’s “Focus on value” guiding principle, where critical services deliver the highest value to the business. Addressing incidents affecting these services ensures that the organization’s most important functions remain operational.

ITIL recommends prioritizing actions that have the highest value to the customer and stakeholders. Implement a basic incident workflow: ITIL’s “Keep it simple and practical” principle stresses the importance of avoiding unnecessary complexity in processes and practices. Implementing a basic workflow allows the organization to manage incidents effectively without overcomplicating the process. As the organization matures in its incident management practices, it can expand and refine the workflow to handle more complex incidents.

By starting with critical services and using a basic workflow, the organization avoids overcomplicating incident management while ensuring that its most important services are addressed promptly, reducing the risk of significant disruptions.