ITPEC IP October 2023 Question 61
ITPEC IP October 2023 — Question 61 of 100
The service desk supports incident management by explaining known incidents and their workarounds to users. It is the primary contact point, records and classifies incidents, performs initial diagnosis, applies known solutions, keeps users informed, and escalates when necessary. The immediate objective is to restore normal service quickly.
Answer (a)
Why not others:
- (b) user training is not the service desk's principal incident-restoration activity
- (c) executing an alternate business process is normally the responsibility of the affected business or continuity organization
- (d) root-cause investigation belongs mainly to problem management
Key rule: Incident management restores service; problem management identifies and removes underlying causes.
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