ITIL4F ITIL Management Practices Practice Question
An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should they do FIRST?
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 as quickly as possible
The correct first action according to ITIL 4 Incident Management is to log the incident and attempt to restore service as quickly as possible. Option C is correct because restoring normal service operation is the primary objective of Incident Management. Option A (notifying the service level manager) is a Service Level Management activity, not the immediate priority. Option B (submitting a change request) is part of Change Enablement, which occurs after the incident is resolved and a permanent fix is identified. Option D (initiating a problem record) is a Problem Management activity that focuses on root cause analysis, which is separate from immediate incident response.
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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Notify the service level manager of a potential SLA breach
Why it's wrong here
Notifying the service level manager of a potential SLA breach, while an important step in service management, is not the immediate first action for a service desk analyst receiving a call about users being unable to perform their work. The primary focus at this initial stage is to log the disruption as an incident and prioritize restoring service functionality. SLA breach notifications typically follow the initial incident logging and assessment, allowing the service desk to gather necessary details before escalating reporting.
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Submit a change request to implement a permanent fix
Why it's wrong here
Submitting a change request to implement a permanent fix is premature and inappropriate as the first response to a reported service disruption. A change request is a formal proposal for an alteration to an IT service or component, typically for planned improvements or permanent resolutions to known problems, not for immediate service restoration. The initial priority is to address the immediate impact of the service interruption through incident management, not to initiate a potentially complex and time-consuming permanent solution.
- ✓
Log an incident and attempt to restore service as quickly as possible
Why this is correct
Logging an incident and attempting to restore service as quickly as possible is the correct and primary responsibility of the service desk when users report a service disruption. An incident is defined as an unplanned interruption to an IT service or a reduction in the quality of an IT service. The core objective of the Incident Management practice is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.
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Initiate a problem record to identify the root cause
Why it's wrong here
Initiating a problem record to identify the root cause is a critical activity within Problem Management, but it is not the immediate first action when users report an ongoing service disruption. Problem Management focuses on reducing the likelihood and impact of incidents by identifying and eliminating their underlying causes. This practice typically begins after an incident has been logged and at least partially resolved, or when a trend of recurring incidents is identified, allowing for a more thorough investigation without delaying immediate service restoration.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.