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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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Keshia
1 days ago
But doesn't the service desk provide communication with users?
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Zona
2 days ago
I disagree, I believe incident management manages interruptions to services.
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Vanna
6 days 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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Margart
8 days 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
13 days 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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Miriam
1 days ago
Yes, and the service desk is there to communicate with users and provide support.
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Nidia
2 days ago
I agree, incident management is all about restoring service operation.
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Keshia
15 days ago
I think the difference is that incident management restores service operation.
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