ITIL-FOUNDATION · Question #162
Which statement BEST represents the guidance on incident logging?
The correct answer is C. All incidents must be fully logged. ITIL guidance requires that all incidents, regardless of whether they are resolved immediately or not, must be fully logged to ensure traceability and accurate reporting.
Question
Which statement BEST represents the guidance on incident logging?
Options
- AIncidents must only be logged if a resolution is not immediately available
- BOnly incidents reported to the service desk can be logged
- CAll incidents must be fully logged
- DThe service desk decide which incidents to log
How the community answered
(38 responses)- A3% (1)
- B5% (2)
- C92% (35)
Why each option
ITIL guidance requires that all incidents, regardless of whether they are resolved immediately or not, must be fully logged to ensure traceability and accurate reporting.
Logging only incidents without an immediate resolution contradicts ITIL guidance, as even instantly resolved incidents must be recorded.
Incidents can be reported through multiple channels beyond the service desk, such as monitoring tools or users directly, and all must still be logged.
ITIL mandates that every incident must be logged in full, capturing details such as date, time, symptoms, and affected services. This ensures that no incident is lost, supports trend analysis, and enables accurate management reporting. Full logging applies even when a workaround or resolution is available immediately.
The service desk does not have discretion over which incidents to log - all incidents must be logged as a mandatory ITIL requirement.
Concept tested: ITIL incident management logging requirements
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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