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ITIL · Question #162
ITIL Question #162: Real Exam Question with Answer & Explanation
The correct answer is C: All incidents must be fully logged. ITIL best practice requires that every incident be fully logged, regardless of how it was reported or whether a resolution is immediately available.
Processes
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
Explanation
ITIL best practice requires that every incident be fully logged, regardless of how it was reported or whether a resolution is immediately available.
Common mistakes.
- A. An incident must be logged even when a resolution is immediately available, because the record supports trend analysis and problem identification.
- B. Incidents can be reported and logged through multiple channels beyond the service desk, such as automated event monitoring or user self-service portals.
- D. The service desk does not have discretion over which incidents to log; the ITIL principle is that all incidents must be recorded without exception.
Concept tested. Incident management logging requirements
Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
Topics
#incident logging#incident management#service desk#all incidents
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