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PeopleCert Exam ITIL-4-Foundation Topic 1 Question 103 Discussion

Actual exam question for PeopleCert's ITIL-4-Foundation exam
Question #: 103
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 Tyisha at Jan 27, 2025, 03:09 AM

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Lindsey
4 months ago
Wait, there's no option C? What kind of a trick question is this? I'm going to have to go with option A, but I'm keeping my fingers crossed.
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Dana
3 months ago
User 2: Yeah, service desk just provides communication with users.
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Domitila
3 months ago
User 1: I think the difference is that incident management restores service operation.
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Valentin
4 months ago
I think incident management manages interruptions to services, while service desk monitors achieved service quality.
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Bernardine
4 months ago
I think both are correct. Incident management resolves complex issues while service desk handles simpler ones.
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Lezlie
4 months ago
This question is a real head-scratcher. I'm tempted to just flip a coin, but I'll go with option A. It seems the most logical explanation of the differences between incident management and the service desk.
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Roy
3 months ago
User 4: Service desk reserves simpler issues.
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Golda
3 months ago
User 3: Incident management resolves complex issues.
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Josephine
3 months ago
User 2: I believe service desk provides communication with users.
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Mila
3 months ago
User 1: I think incident management restores service operation.
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Percy
4 months ago
Haha, the options are like a choose-your-own-adventure book! I'm going to go with option B - incident management resolves the complex issues, and the service desk handles the simpler ones.
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Miriam
4 months ago
User 2: I agree, incident management handles the complex issues and service desk deals with simpler ones.
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James
4 months ago
User 1: I think incident management restores service operation, while service desk communicates with users.
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Jose
5 months ago
The question is a bit confusing, but I'd go with option D. Incident management deals with interruptions to services, while the service desk monitors the quality of the achieved services.
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Katy
5 months ago
I disagree, I believe service desk provides communication with users.
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Derick
5 months ago
I think the difference is that incident management restores service operation.
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Winfred
5 months ago
I think option A is the correct answer. Incident management is about restoring service operations, while the service desk is the communication channel with users.
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Whitley
4 months ago
So, incident management deals with resolving complex issues while the service desk handles simpler ones.
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Jina
4 months ago
Yes, the service desk is mainly for communication with users.
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Brunilda
4 months ago
I agree, incident management is more about restoring service operations.
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