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.