ITIL-FOUNDATION · Question #64
Which one 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. ITIL Incident Management allows incidents to be reported and logged by any person or system that detects an actual or potential disruption to normal service.
Question
Which one of the following statements about incident reporting and logging is CORRECT?
Options
- AIncidents can only be reported by users
- 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
- DIncidents reported by technical staff must also be logged as problems
How the community answered
(48 responses)- B94% (45)
- C4% (2)
- D2% (1)
Why each option
ITIL Incident Management allows incidents to be reported and logged by any person or system that detects an actual or potential disruption to normal service.
Restricting incident reporting to users only contradicts ITIL, which explicitly allows technical staff, monitoring systems, and suppliers to report incidents.
ITIL specifies that incidents can be reported by users, technical staff, automated monitoring tools, or any stakeholder who identifies a disruption or potential disruption to normal service operation. This broad scope ensures maximum coverage and early detection, which is central to effective incident management.
Not all service desk calls are incidents - service requests such as password resets or information queries are handled separately and must not be logged as incidents.
There is no ITIL requirement that incidents reported by technical staff must also be logged as problems - problems are raised through a separate process when root cause investigation is warranted.
Concept tested: ITIL incident reporting sources and logging scope
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