ITPEC FE Morning April 2021 Question 57
ITPEC FE Morning April 2021 — Question 57 of 80
A long delay in an application response is an unplanned degradation of service quality — a classic incident.
Why not others:
- (a) Inquiry about function/usage — this is a service request, not a disruption
- (c) Providing IT service to a new site — handled by change management or service request management
- (d) Training of recruits — a service request, not a service disruption
Key rule: Incident = something is broken or degraded right now. Questions, requests, and planned changes fall under other ITIL processes.
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