Four Dimensions of IT Service Management →hardMultiple ChoiceObjective-mapped

ITIL4F Four Dimensions of IT Service Management Practice Question

A service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

⚠ Common exam trap

Test-takers frequently confuse incident management with problem management, assuming the first step is to find the root cause (Option B), but ITIL 4 explicitly states that incident management's primary goal is to restore service as soon as possible, not to investigate underlying causes.

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, when users cannot access a system like the CRM, the first priority is to restore normal service operation as quickly as possible. The analyst must log an incident (an unplanned interruption or reduction in quality) and attempt to restore service, such as by restarting the CRM application server or checking network connectivity. This aligns with the incident management practice, which focuses on minimizing impact rather than immediately investigating root causes or submitting changes.

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

✗
Submit a change request to modify the CRM
Why it's wrong here
Submitting a change request is an inappropriate initial response to an unplanned service disruption where users cannot access a system. Change requests are formal proposals for planned modifications to services, products, or components, often requiring assessment and authorization. This process is designed for controlled alterations, not for the immediate restoration of a service that has unexpectedly failed, making it too slow and misaligned with the urgency of an outage.
✗
Initiate a problem investigation to find the root cause
Why it's wrong here
Initiating a problem investigation is premature as the immediate priority in ITIL is to restore service functionality for users. Problem management aims to identify the root cause of incidents to prevent their recurrence, which is a crucial but distinct activity from incident management. Focusing on root cause analysis before service restoration would unnecessarily prolong the service outage for users, violating the core objective of incident management.
✗
Create a service request for user access
Why it's wrong here
Creating a service request is incorrect because service requests are for pre-defined, routine requests from users, such as requesting new software, information, or standard access provision. When users cannot access a system due to an unexpected failure, it signifies an unplanned interruption to a service, which is fundamentally an incident. Treating a service disruption as a routine request would miscategorize the event and delay appropriate resolution.
✓
Log an incident and attempt to restore service
Why this is correct
Logging an incident and attempting to restore service is the correct initial action because an incident is defined as 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 to minimize the negative impact on business operations. This approach prioritizes immediate service restoration for the affected users, aligning perfectly with ITIL's incident management practice.

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ITIL4F Four Dimensions of IT Service Management Practice Question

Why each option matters

Option-by-option breakdown

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