ITIL4F Four Dimensions of IT Service Management Practice Question
A service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?
⚠ Common exam trap
Test-takers frequently confuse incident management with problem management, thinking root cause analysis should be the first step, but ITIL 4 prioritizes service restoration over investigation to minimize business disruption.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Log an incident and attempt to restore service
According to ITIL 4, the first priority when a service is unavailable is to restore normal service operation as quickly as possible. The service desk analyst must log an incident (a record of an unplanned interruption) and attempt to restore the CRM system access, which aligns with the incident management practice. This immediate action minimizes business impact, whereas root cause analysis or changes come later.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Raise a problem record to investigate the root cause
Why it's wrong here
Raising a problem record is premature at this initial stage. Problem management focuses on identifying the root cause of incidents to prevent recurrence, typically after service has been restored or when a pattern of related incidents emerges. The immediate priority upon receiving a call about users being unable to access a service is to address the current disruption, not to initiate a deep root cause analysis.
- ✓
Log an incident and attempt to restore service
Why this is correct
Logging an incident is the correct first step as it formally records an unplanned interruption to a service, or a reduction in the quality of a service. The primary objective of incident management is to restore normal service operation as quickly as possible, minimizing business impact. Attempting service restoration directly aligns with this core principle.
- ✗
Submit a change request to modify the CRM system
Why it's wrong here
Submitting a change request is inappropriate as the initial response to a service disruption. Change enablement is concerned with adding, modifying, or removing anything that could have a direct or indirect effect on services, and typically involves planned, controlled activities. Reactively initiating a change without understanding the underlying cause of the current outage would bypass proper incident resolution and change control processes.
- ✗
Inform the line manager of the issue
Why it's wrong here
While communication is vital, simply informing a line manager is not the primary or most effective first action for a service desk analyst responding to a service outage. The immediate responsibility is to log the incident and initiate service restoration efforts. Manager notification might be part of an escalation process if the incident cannot be quickly resolved or if it's deemed major, but it doesn't address the service disruption itself.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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