A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different…

Question

Options

• AFollow the predefined procedure for investigating web performance incidents
• BUse swarming to involve people from multiple different teams in the investigation
• CEscalate to the performance management team, who will then escalate to a different team if
• DDeclare a major incident and start the major incident management procedure

• A
  82% (36)
• B
  2% (1)
• C
  11% (5)
• D
  5% (2)

Explanation

Following a predefined escalation procedure (A) is correct because ITIL principles emphasize that service desks should have documented procedures for common incident types - including web performance issues - so that escalation is consistent, fast, and routes to the right team without guesswork or delay.

• B (swarming) is wrong here because swarming is a collaborative technique suited for complex or novel problems where the right team is unknown; this question implies a predefined procedure already exists, making swarming unnecessary and inefficient.
• C (escalate to performance management team) is a tempting answer, but "let them figure out who to call next" creates delays and unnecessary handoffs - predefined procedures exist precisely to avoid this chain escalation.
• D (major incident) is wrong because nothing in the scenario indicates the scale or business impact required to declare a major incident; slow transactions on a website don't automatically meet that threshold.

Memory tip: Think "procedure first" - in ITIL, whenever a predefined process exists for a situation, you follow it. Swarming and major incidents are reserved for situations where normal processes don't fit.

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