ITPEC IP April 2018 Question 60
ITPEC IP April 2018 — Question 60 of 100
Incident handling primarily aims to restore normal service quickly and minimize business impact, rather than investigate the underlying cause. The service desk may use a known workaround or escalate the incident; root-cause analysis is handled through problem management.
Answer (b)
Why not others:
- users should receive prompt status and workaround information rather than waiting for a final formal solution
- contact channels should reflect user and organizational needs instead of being restricted arbitrarily to one method
- all incidents and inquiries should be recorded, including those resolved quickly
Key rule: Incident management restores service; problem management identifies and removes root causes, and the service desk records and communicates throughout.
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