Regarding incident management, what is a primary goal of ITIL?

The primary goal of ITIL (Information Technology Infrastructure Library) is to optimize the management of IT services. ITIL provides a framework that helps organizations to ensure that their IT services are aligned with the needs of the business and that they deliver value effectively and efficiently. This involves establishing best practices for service management, improving efficiency, enhancing service quality, and ensuring that service provision is efficient and cost-effective. By focusing on the overall management of IT services rather than individual components, ITIL helps organizations to provide consistent service delivery, minimize risks, and improve customer satisfaction.

In contrast, creating redundancies in the IT service structure, while sometimes important for resilience, is not a primary goal of ITIL—rather it is one of many considerations in ensuring service continuity. Eliminating all interruptions to IT services is an unrealistic goal, as outages can occur due to unforeseen circumstances, and while ITIL aims to minimize disruptions, it doesn’t promise to eliminate them altogether. Focusing solely on IT asset management neglects the broader perspective of service management that ITIL encompasses, which includes not just assets but also processes, people, and customer relationships. Thus, the optimization of the management of IT services captures the essence of ITIL's purpose.