PeopleCert Exam ITIL-4-Foundation Topic 5 Question 84 Discussion

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

Question #: 84
Topic #: 5

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

by Marylin at May 09, 2024, 12:05 AM

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6 months ago

A makes the most sense. Incident management restores services, and service desk communicates with users.

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6 months ago

C is definitely out. I'd go with A because service desk is about user communication.

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7 months ago

But isn't C just the same as the question itself?

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7 months ago

I think it's A too. Incident management focuses on restoring service operations.

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7 months ago

Yeah, it's confusing. The question is tricky. My guess is A.

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7 months ago

I always mix up 'incident management' and 'service desk'.

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