ITPEC IP April 2026 Question 59
In order to automatically respond to queries from users of an IT service, it was decided to install a chatbot. Which of the following is the most appropriate management process where such automation by a chatbot is effective?
Explanation
Incident management — the process that takes users' calls and queries and restores normal service quickly, which is exactly the repetitive front-line work a chatbot can automate.
Incident management, run through the service desk, records each contact, classifies it, answers it from known solutions and FAQs (resetting a password, explaining how to use a function), and escalates to a person only what it cannot resolve. Most of these contacts follow standard patterns, so a chatbot can answer them at any hour, cut waiting time and free the staff for the harder cases.
Answer (a)
Why not others:
- •(b) Configuration management — keeps the records of configuration items and their relationships (the CMDB); it does not converse with users
- •(c) Change management — assesses, approves and schedules changes to services, decisions that need judgement and authority, not automated replies
- •(d) Problem management — investigates the root cause of recurring incidents and plans permanent fixes, an analysis task behind the scenes rather than user contact
Key rule: Incident management restores service fast and faces the user; problem management removes the underlying cause and works out of the user's sight.
Service Management · AI-written, may contain errors
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