ITPEC FE Subject A April 2024 Question 44
In IT service management, which of the following is an activity performed for the management of incidents and service requests?
Explanation
Checking a user's failure report against known errors — incident management restores service quickly, and a matching known error supplies a ready workaround.
When the service desk receives a failure report, it records and classifies the incident and checks whether it matches a known error: a problem whose cause and workaround are already recorded. If it matches, the workaround restores service at once; if not, the incident is investigated or escalated.
Answer (d)
Why not others:
- •(a) — reviewing customer satisfaction against agreed service targets to find improvements is service level management
- •(b) — acting before free disk space reaches its threshold is capacity management, which prevents incidents rather than handling them
- •(c) — assessing the impact of a program change is change management
Key rule: Incident management reacts to a reported interruption and aims to restore service fast; preventing failures, assessing changes and reviewing service levels belong to other processes.
Service Management · AI-written, may contain errors
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