ITPEC IP October 2021 Question 60
ITPEC IP October 2021 — Question 60 of 100
Incident handling primarily aims to restore normal service as quickly as possible, not to investigate the underlying cause. Root-cause analysis belongs to problem management, although incident records can supply useful evidence for it.
Answer (b)
Why not others:
- users should receive timely status information rather than waiting until a final resolution method is formally decided
- contact methods should fit organizational and user needs rather than always being restricted to one channel
- every incident should be recorded, including those resolved quickly
Key rule: Incident management restores service; problem management identifies and eliminates underlying causes.
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