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PeopleCert Exam ITIL-4-Foundation Topic 5 Question 84 Discussion

Actual exam question for PeopleCert's ITIL-4-Foundation exam
Question #: 84
Topic #: 5
[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 Marylin at May 09, 2024, 12:05 AM

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Alishia
5 months ago
A makes the most sense. Incident management restores services, and service desk communicates with users.
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Jaime
5 months ago
C is definitely out. I'd go with A because service desk is about user communication.
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Valentin
6 months ago
But isn't C just the same as the question itself?
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Leontine
6 months ago
I think it's A too. Incident management focuses on restoring service operations.
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Darrel
6 months ago
Yeah, it's confusing. The question is tricky. My guess is A.
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Alexis
6 months ago
I always mix up 'incident management' and 'service desk'.
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