ITPEC IP October 2018 Question 62
Among the management activities for an information system that are performed by IT service management, which of the following is a process that provides a temporary workaround for a system failure and performs a prompt recovery?
Explanation
Incident management — the process that restores the service quickly after a failure, with a temporary workaround if needed.
An incident is an unplanned interruption of an IT service or a drop in its quality. Incident management records and classifies it and returns the service to normal as fast as possible, so that the business suffers as little as possible. A workaround is acceptable: the goal is recovery, not removing the root cause.
Answer (a)
Why not others:
- •(b) Change management — evaluates, approves and controls changes to the service and its components
- •(c) Problem management — investigates the root cause behind one or more incidents and removes it to prevent recurrence; it follows the quick recovery rather than providing it
- •(d) Release management — plans, builds, tests and deploys approved changes into the production environment
Key rule: Incident management restores service, problem management removes causes, change management controls changes, and release management deploys them.
Service Management · AI-written, may contain errors
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