PeopleCert Exam ITIL-4-Foundation Topic 8 Question 93 Discussion

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

Question #: 93
Topic #: 8

[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 Clorinda at Sep 07, 2024, 11:26 AM

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Tiera

2 months ago

I'll admit, I'm more of a 'service desk' kinda guy myself. But I think D is the way to go here. Incident management and service desk, like peanut butter and jelly, you know?

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Jutta

1 months ago

Definitely, incident management manages interruptions while service desk monitors service quality.

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Weldon

1 months ago

Service desk is more about communication with users, right?

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Shannon

2 months ago

I agree, incident management is all about restoring service operation.

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Long

2 months ago

And service desk monitors achieved service quality. Got it.

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Jenifer

2 months ago

Yes, that's correct. Incident management manages interruptions to services.

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Breana

2 months ago

So, incident management resolves complex issues while service desk handles simpler ones?

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Long

2 months ago

I believe service desk provides communication with users.

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Meaghan

3 months ago

This question is a real head-scratcher, but I'm leaning towards A. Gotta love those multiple-choice exams, am I right?

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Kindra

2 months ago

I'm not sure, but I think incident management manages interruptions to services, while service desk monitors achieved service quality.

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Tonette

2 months ago

I agree, incident management is more about resolving complex issues, while service desk handles simpler ones.

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Antonio

2 months ago

I think the difference is that incident management restores service operation, while service desk provides communication with users.

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Louvenia

3 months ago

I'd go with B. Incident management tackles the tougher problems, while the service desk handles the simpler stuff. Easy peasy.

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Lanie

2 months ago

I see your point, but I still think B is the better choice. Incident management deals with complex issues, while the service desk handles simpler ones.

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