What data is recorded when an incident is reported to the Service Desk?

Question

Options

• Athe name of the person reporting the Incident
• Bthe name of the person handling the Problem
• Cthe name of the person who approves the Request for Change (RFC)
• Dthe names of persons who are authorized to implement Changes in the Configuration

• A
  77% (37)
• B
  6% (3)
• C
  4% (2)
• D
  13% (6)

Explanation

When an incident is reported to the Service Desk, capturing the reporter's name (option A) is a fundamental part of incident logging - it establishes ownership, enables follow-up communication, and creates an audit trail linking who experienced the issue.

Why the distractors are wrong:

• B is incorrect because Problem Management is a separate process; the person handling a Problem is not relevant at the point of incident reporting.
• C is incorrect because RFC approvers belong to the Change Management process, which is entirely distinct from incident reporting.
• D is incorrect because authorized Change implementers also belong to Change Management - not the incident intake process.

Memory tip: Think of incident reporting like filing a police report - the very first thing recorded is who is making the report. Service Desk intake always starts with the caller/reporter's identity before anything else.

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