EXIN
ITSM20F.EN · Question #109
When should the final closure of an Incident record be completed?
The correct answer is D. When the user or customer has been given the opportunity to confirm that the service is restored. You've hit your weekly limit · resets 5am (America/New_York)
Resolution processes
Question
When should the final closure of an Incident record be completed?
Options
- AWhen all relevant information for classification and routing has been entered.
- BWhen the Incident has been dispatched outside the Service desk department.
- CWhen the Incident is solved and normal operation is restored.
- DWhen the user or customer has been given the opportunity to confirm that the service is restored.
How the community answered
(26 responses)- A12% (3)
- B4% (1)
- C4% (1)
- D81% (21)
Explanation
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Topics
#incident closure#incident management#service restoration#user confirmation
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