What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools
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D. A service interruption resolved by the use of self-help tools
second part is not true. Self help tools can not resolve an incident. For example a server is down due to memory leak. Self service tools are for users or customers. How these tools will resolve this incident?
C is a correct answer for this question.
Jay mentioned the point D which is not a part of the answer choices.
The correct answer is D
Incident: “An Unplanned interruption to or reduction in the quality”.
Being resolved by Self Help tool is still an incident because the service was “Unplanned and Interrupted” (key words there)
C refers to ‘Risk’.
Risk: “A Possible event that could cause harm or loss or make it difficult to achieve objectives. Risk can also be defined an uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes”