ITPEC FE Morning October 2020 Question 56
ITPEC FE Morning October 2020 — Question 56 of 80
When a user reports a failure, the service desk checks the known error database (KEDB) for a matching record and applies a documented workaround — this is the core incident management activity.
Why not others:
- (a) — belongs to Service Level Management (evaluating customer satisfaction against agreed targets)
- (b) — belongs to Capacity Management (monitoring disk free space thresholds)
- (c) — belongs to Change Management (investigating the impact of program changes)
Key rule: Incident management = receive failure report → match against known errors → restore service quickly.
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