ITPEC FE Subject A April 2024 Question 44
ITPEC FE Subject A April 2024 — Question 44 of 60
The goal of incident management is to restore normal service as fast as possible. When a user submits a failure report, the service desk checks if it matches a known error in the database and applies an existing workaround or escalates.
Why not others:
- (a) — belongs to Service Level Management (reviewing customer satisfaction against agreed targets)
- (b) — belongs to Capacity Management (monitoring disk space thresholds proactively)
- (c) — belongs to Change Management (investigating impact of program changes before deployment)
Key rule: Incident management = receive failure report → check known error database → restore service ASAP.
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