ITIL Question #399: Real Exam Question with Answer & Explanation

The correct answer is B: Incidents can be reported by anyone who detects a disruption or potential disruption to normal. ITIL Incident Management does not restrict who can report incidents - any person or system detecting a disruption or potential disruption may raise one. Choice B reflects this open reporting model.

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

Explanation

ITIL Incident Management does not restrict who can report incidents - any person or system detecting a disruption or potential disruption may raise one. Choice B reflects this open reporting model.

Common mistakes.

A. Restricting incident reporting to users only is incorrect; technical staff and automated monitoring systems can and should also log incidents.
C. Not all Service Desk calls are incidents; service requests, requests for information, and standard changes are logged separately and must not be conflated with incidents.
D. Incidents reported by technical staff are still logged as incidents, not problems; a problem is only raised when a separate investigation into the underlying cause is required.

Concept tested. Incident reporting sources in Incident Management

Reference. https://www.axelos.com/resource-hub/glossary

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