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 the analyst 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 record and attempt to restore service
The first action should be to log the incident to record the details and begin service restoration.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Escalate the issue to the Problem Management team
Why it's wrong here
Escalating an issue directly to the Problem Management team is incorrect as a first response to a service disruption. Problem Management's primary focus is on identifying and resolving the root causes of incidents to prevent recurrence, not on the immediate restoration of service. When users cannot access a service, it constitutes an incident, and the immediate priority is to restore service functionality, which falls under Incident Management.
- ✓
Log an incident record and attempt to restore service
Why this is correct
Logging an incident record and attempting to restore service is the correct immediate action according to ITIL 4 principles. An incident is defined as an unplanned interruption to a service or a reduction in the quality of a service. The Incident Management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible, making logging and immediate resolution attempts the primary responsibility of the service desk.
- ✗
Inform the users that the issue will be resolved within 24 hours
Why it's wrong here
Informing users that an issue will be resolved within a specific timeframe, such as 24 hours, is premature and potentially misleading as a first step. The service desk must first log the incident, gather more information, and assess its actual impact and urgency. Without proper diagnosis and understanding the scope of the disruption, providing an arbitrary resolution time can set unrealistic expectations and damage user trust.
- ✗
Submit a change request to modify the CRM system
Why it's wrong here
Submitting a change request to modify the CRM system is an inappropriate first response to a service disruption. A change request is a formal proposal for an alteration to a service or service component, managed by the Change Enablement practice, and requires analysis and planning. The immediate priority for a service disruption is to restore service, and only after thorough investigation might a change be identified as a necessary permanent fix.
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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.