ITIL4F ITIL Service Value System Practice Question
A service desk receives multiple calls about a recurring network issue. According to ITIL 4, what is the FIRST step the team should take?
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 each call as an incident
Incidents should be logged immediately to restore service; problem management is initiated later to find the root cause.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Raise a problem record
Why it's wrong here
Raising a problem record is an activity within problem management, focused on identifying the root cause of recurring incidents or potential future incidents. While the "recurring" nature of the network issue might eventually lead to problem management, the initial and immediate action for *each individual call* reporting a service disruption is not to raise a problem record, but to log it as an incident. Problem records are typically initiated after a pattern of incidents has been observed and logged.
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Create a service request
Why it's wrong here
Creating a service request is inappropriate because service requests are for pre-defined, routine user requests, such as asking for information, requesting access to a service, or a standard change. A user calling about a "recurring network issue" is reporting a disruption to a service, which is by definition an incident, not a request for a standard service offering or fulfillment. Service requests are typically fulfilled, not resolved as a disruption.
- ✓
Log each call as an incident
Why this is correct
Logging each call as an incident 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. Each user call reporting a network issue signifies a service disruption that requires immediate attention and tracking. This ensures proper incident management processes are followed, service level agreements are monitored, and provides crucial data for subsequent problem identification and resolution.
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Submit a change request
Why it's wrong here
Submitting a change request is incorrect because change requests are formal proposals for planned additions, modifications, or removals of anything that could affect IT services. A user calling to report a recurring network issue is reporting an unplanned service disruption, not initiating a planned alteration to the IT infrastructure or services. While a change might eventually be required to resolve the underlying problem, the initial reporting of the disruption is not a change request.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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