ITPEC IP April 2023 Question 61
ITPEC IP April 2023 — Question 61 of 100
A chatbot is effective in incident management because it can receive user reports, ask standard diagnostic questions, offer known solutions, and help restore service quickly. It can classify common incidents, create tickets, guide password resets or basic recovery, and escalate cases that require a human agent.
Answer (a)
Why not others:
- (b) Configuration management maintains information about configuration items and their relationships
- (c) Change management assesses, authorizes, schedules, and controls service changes
- (d) Problem management investigates underlying causes and prevents recurring incidents
Key rule: Automated user conversation is most directly useful at the incident and service-request contact point; deeper control processes require specialized analysis and governance.
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