An organization operates in several markets and has many services provided collaboratively with their partners.

In this scenario, incident resolution times are increasing, and incidents are being transferred between multiple teams, causing delays. The best approach is togroup technical specialists by product or service, allowing for faster, more efficient resolution.

Group Technical Specialists by Product or Service (Answer B - Correct):Organizing teams by product or service ensures that specialists have deep knowledge of the system they are responsible for, which reduces the need to transfer incidents between teams. This setup alignswith modern development approaches like DevOps, where cross-functional teams are responsible for end-to-end service delivery and incident resolution.

Ensure Only Internal Teams Take Part (Answer A - Incorrect):Limiting incident resolution to internal teams may not be feasible, especially if services are provided in collaboration with external partners.

Ensure Only External Teams Take Part (Answer C - Incorrect):Relying solely on external teams may introduce delays and reduce the organization's control over the incident resolution process.

Design Significant Rewards for Individuals (Answer D - Incorrect):While recognizing individual efforts can be motivational, it does not address the structural problem of incident transfers and delays between teams.

ITIL 4 References:

Incident Management Practice:Grouping teams by product or service helps reduce transfer times and ensures faster, more focused incident resolution.