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PeopleCert Exam ITIL-4-Foundation Topic 1 Question 101 Discussion

Actual exam question for PeopleCert's ITIL-4-Foundation exam
Question #: 101
Topic #: 1
[All ITIL-4-Foundation Questions]

What is the difference between the 'incident management" and 'service desk' practices'?

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Suggested Answer: A

The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1.This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2.The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1.This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3.Reference:ITIL Foundation - ITIL 4 Edition, page 14;ITIL 4 -- A Pocket Guide, page 32;ITIL 4 Practice Guide: Incident Management, page 7.


by Dominic at Dec 08, 2024, 11:55 AM

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Linn
2 months ago
Incident management? More like 'incident comedy' with that option C. I hope the real exam doesn't have any jokes like that.
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Linsey
14 days ago
C) Incident management manages interruptions to services, service desk monitors achieved service quality
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Jamie
15 days ago
B) Incident management resolves complex issues, service desk reserves simpler issues
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Marleen
1 months ago
A) Incident management restores service operation; service desk provides communication with users
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Clorinda
2 months ago
I'm going with A. It's the most straightforward and aligns with my understanding of these two practices.
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Carissa
1 months ago
User 3: Service desk provides communication with users, that's the difference.
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Micaela
1 months ago
User 2: I agree, incident management restores service operation.
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Luisa
2 months ago
User 1: I think A is the correct answer.
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Lorrie
2 months ago
B seems like the best answer to me. Incident management is for more complex issues, while the service desk handles the simpler ones.
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Dannie
28 days ago
And the service desk is there to monitor achieved service quality.
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Lanie
1 months ago
That makes sense, incident management is all about restoring service operation.
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Melissa
2 months ago
Yes, the service desk is more for handling simpler issues and communicating with users.
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Brande
2 months ago
I agree, incident management is definitely for more complex issues.
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Marya
2 months ago
Yes, that's correct. The service desk is more about interacting with users while incident management focuses on restoring service operation.
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Keshia
2 months ago
But doesn't the service desk provide communication with users?
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Zona
2 months ago
I disagree, I believe incident management manages interruptions to services.
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Vanna
2 months ago
Haha, option C is a bit of a head-scratcher. I wonder if the exam writer had a bit too much coffee that day.
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Nichelle
2 months ago
B) Incident management resolves complex issues, service desk reserves simpler issues
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Azzie
2 months ago
A) Incident management restores service operation; service desk provides communication with users
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Margart
2 months ago
Option D sounds more accurate to me. Incident management deals with interruptions to services, while the service desk monitors the achieved service quality.
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Amber
3 months ago
I think the correct answer is A. Incident management is focused on restoring service operation, while the service desk is the primary point of contact for users and handles communication with them.
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Yoko
1 months ago
Exactly. Incident management is reactive, while the service desk is more proactive in supporting users and ensuring smooth operations.
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Nichelle
2 months ago
So incident management is more about fixing things when they go wrong, and the service desk is more about helping users with their day-to-day needs?
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Daryl
2 months ago
That makes sense. Incident management deals with resolving issues that disrupt service, while the service desk is more about communication and support.
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Josphine
2 months ago
That's right, incident management manages interruptions to services, while the service desk monitors achieved service quality.
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Edelmira
2 months ago
I think the correct answer is A. Incident management is focused on restoring service operation, while the service desk is the primary point of contact for users and handles communication with them.
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Jospeh
2 months ago
So, incident management deals with resolving complex issues, while the service desk handles simpler ones.
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Miriam
2 months ago
Yes, and the service desk is there to communicate with users and provide support.
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Nidia
2 months ago
I agree, incident management is all about restoring service operation.
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Keshia
3 months ago
I think the difference is that incident management restores service operation.
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