PeopleCert Exam ITIL-4-Foundation Topic 1 Question 101 Discussion

Actual exam question for PeopleCert's ITIL-4-Foundation exam

Question #: 101
Topic #: 1

[All ITIL-4-Foundation Questions]

What is the difference between the 'incident management" and 'service desk' practices'?

AIncident management restores service operation; service desk provides communication with users

BIncident management resolves complex issues, service desk reserves simpler issues

CIncident What is the difference between the 'incident management' and 'service

DIncident management manages interruptions to services, service desk monitors achieved service quality

Show Suggested Answer

Suggested Answer: A

The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1.This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2.The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1.This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3.Reference:ITIL Foundation - ITIL 4 Edition, page 14;ITIL 4 -- A Pocket Guide, page 32;ITIL 4 Practice Guide: Incident Management, page 7.

by Dominic at Dec 08, 2024, 11:55 AM

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Amber

2 days ago

I think the correct answer is A. Incident management is focused on restoring service operation, while the service desk is the primary point of contact for users and handles communication with them.

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Keshia

4 days ago

I think the difference is that incident management restores service operation.

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