Different types of events are reported to the Service Desk. Which event is an incident?

Question

Options

• AInformation about the rollout of a specific application
• BA notification that a new toner cartridge has just been installed in a printer
• CA report that the printer is not working
• DA request for the installation of a new bookkeeping package

• A
  3% (2)
• B
  2% (1)
• C
  91% (58)
• D
  5% (3)

Explanation

Option C is correct because an incident is defined as an unplanned interruption to a service or a reduction in the quality of a service - a broken printer is exactly that. Option A describes an informational event (a planned rollout notification), not a disruption. Option B is also an informational event: a toner replacement is a routine, expected activity that causes no service degradation. Option D is a service request - a user asking for something new to be provisioned, which follows a different process than incident management.

Memory tip: Think "incident = something is broken or degraded right now." If it's news, routine maintenance, or a "please give me something new" request, it's not an incident.

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