Which one of the following statements about Incident reporting and logging is correct?
A.
All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk
activity
B.
Incidents reported by technical staff must be logged as problems because technical staff
manage infrastructure devices not services
C.
Incident can only be reported by users, since they are only the only people who know when a
service has been disrupted
D.
Incidents can be reported by anyone who detects a disruptions or potential disruption to normal
service. This includes technical staff
the answer is
D.
Incidents can be reported by anyone who detects a disruptions or potential disruption to normal
service. This includes technical staff
Incidents can be triggered in many ways. The most
common route is when a user rings the Service Desk or
completes a web-based incident-logging screen, but
increasingly incidents are raised automatically via Event
Management tools. Technical staff may notice potential
failures and raise an incident, or ask the Service Desk to do
so, so that the fault can be addressed. Some incidents may
also arise at the initiation of suppliers – who may send
some form of notification of a potential or actual difficulty
that needs attention.
D.
answer is d
I think the answer is D.
Correct answer is: D