ITPEC IP October 2023 Question 61

Explaining known failures and their workarounds to users — in incident management the service desk gets users working again, fast.

The service desk is the single point of contact between users and IT. When a failure is reported it records the incident, checks it against known errors, and, if the failure is already known, tells the user what is happening and how to keep working around it. What it cannot solve it escalates to specialist teams, keeping the user informed until service is restored.

Answer (a)

Why not others:

• •(b) — training users after the failure is not part of restoring service; it may follow later as an improvement, run by training staff
• •(c) — carrying out alternate processing for the stopped business operation is done by the user department under its contingency or continuity plan, not by the service desk
• •(d) — investigating the root cause of the failure is problem management, done separately so users are not kept waiting for it

Key rule: Incident management restores service quickly (known errors, workarounds, escalation); problem management finds and removes the root cause.

Service Management · AI-written, may contain errors