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.