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ITIL · 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. 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.

Processes

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

(31 responses)
  • A
    3% (1)
  • B
    87% (27)
  • C
    3% (1)
  • D
    6% (2)

Why each option

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.

AIncidents can only be reported by users, since they are the only people who know when a service

Restricting incident reporting to users only is incorrect; technical staff and automated monitoring systems can and should also log incidents.

BIncidents can be reported by anyone who detects a disruption or potential disruption to normalCorrect

ITIL specifies that incidents can be reported by users, technical staff, or automated monitoring tools - anyone who detects an actual or potential disruption to normal service operation. This broad reporting scope ensures faster detection and minimises service impact, regardless of the source.

CAll calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk

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.

DIncidents reported by technical staff must be logged as Problems because

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

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

Topics

#incident management#incident reporting#service desk#logging

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