ITPEC FE Morning April 2021 Question 57

A long delay in an application response — an unplanned drop in service quality is an incident, and incident management restores normal service.

An incident is an unplanned interruption to an IT service or a reduction in its quality. A response time far slower than normal is degraded service even if nothing has stopped, so incident management records it, restores service as quickly as possible (with a workaround if needed), and passes the underlying cause to problem management.

Answer (b)

Why not others:

• •(a) — a question about how to use a function is a request for information, handled as a service request, since nothing is broken
• •(c) — extending the service to a new business site is a planned addition, handled through service level agreement and change management
• •(d) — training new staff on the service is a planned request from users, handled as a service request

Key rule: Ask whether the service is broken or worse than agreed: if so it is an incident; planned requests and questions go to service request or change management.

Service Management · AI-written, may contain errors