IPA IP 2020 Question 47
A question IPA Japan published in 令和2年度 10月 ITパスポート試験 公開問題 問47, translated into English. ITPEC is based on the same exams.
Same question on ITPEC: Oct 2023 Q61
Which of the following is an appropriate role of the service desk handling incident management when a system failure occurs?
Explanation
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
This question comes from the past questions IPA Japan publishes, translated into English by ITPEC Practice. ITPEC Practice is an independent study tool and is not affiliated with IPA or ITPEC. See the original paper (PDF) or Report an issue.