ITIL-FOUNDATION · Question #399
Which of the following statements about incident reporting and logging is CORRECT?
The correct answer is B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal. Incidents can be reported by any person or system that detects a disruption, not exclusively by end users.
Question
Which of the following statements about incident reporting and logging is CORRECT?
Options
- AIncidents can only be reported by users, since they are the only people who know when a service
- BIncidents can be reported by anyone who detects a disruption or potential disruption to normal
- CAll calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk
- DIncidents reported by technical staff must be logged as Problems because
How the community answered
(27 responses)- A7% (2)
- B85% (23)
- C4% (1)
- D4% (1)
Why each option
Incidents can be reported by any person or system that detects a disruption, not exclusively by end users.
Restricting incident reporting to users is incorrect - technical staff and automated monitoring systems also detect and report incidents.
ITIL incident management recognizes that incidents can be detected and reported by users, technical staff, automated monitoring tools, or any party identifying a disruption or potential disruption to normal service operation. This broad reporting scope ensures faster detection and response times across all service channels.
Not all Service Desk calls are incidents; service requests, standard changes, and general queries must be categorized appropriately and should not all be logged as incidents.
Incidents reported by technical staff are still incidents; only when the root cause is unknown and requires investigation does a separate problem record get raised.
Concept tested: ITIL incident reporting sources and logging
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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