ITPEC IP April 2018 Question 60
An organization is going to set up a service desk to respond to information system users. Which of the following is the most appropriate description concerning incident handling by the service desk?
Explanation
Restoring service, not investigating the cause — incident handling aims to get users working again as quickly as possible.
In incident management the service desk records each report, classifies it, and restores service with a known workaround or by escalating to specialists. Finding and removing the root cause is problem management, carried out separately so that users are not kept waiting for it.
Answer (b)
Why not others:
- •(a) — users should get timely status information and workarounds while the incident is handled, not wait until a resolution method is formally decided
- •(c) — contact channels should suit the users' circumstances; forcing one method regardless of their conditions makes the desk harder to reach
- •(d) — every inquiry is recorded, including those resolved at once; the records feed trend analysis, problem management and service level reporting
Key rule: Incident management restores service fast, problem management removes the root cause, and the service desk, as the single point of contact, records every contact.
Service Management · AI-written, may contain errors
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