ITPEC IP April 2026 Question 59
ITPEC IP April 2026 — Question 59 of 100
Incident management — a chatbot can receive user reports, answer common questions, classify incidents, and guide quick restoration.
Incident management handles interruptions and user requests with the aim of restoring normal service rapidly. Repetitive first-line service-desk interactions are well suited to automation and escalation when needed.
Answer (a)
Why not others: (b) maintains configuration-item records; (c) controls planned changes; (d) investigates underlying causes of recurring incidents, usually requiring deeper analysis.
Key rule: User-facing queries and rapid service restoration belong to incident management; root-cause removal belongs to problem management.
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