ITIL4F ITIL Management Practices Practice Question
An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?
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 with all relevant details
The first step in Incident Management is to log the incident. All details should be captured before proceeding with triage or escalation.
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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Implement a known workaround from the known error database
Why it's wrong here
This action is premature as the very first step upon receiving a user call is to formally log the incident. While implementing a workaround is a critical part of incident resolution, it occurs after the incident has been recorded and initial diagnosis has begun. Furthermore, the known error database is primarily a resource for Problem Management, documenting the underlying causes and solutions for recurring issues, not the initial response to a new incident report.
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Perform a root cause analysis
Why it's wrong here
Performing a root cause analysis (RCA) is a core activity of Problem Management, not Incident Management. The primary objective of Incident Management is to restore normal service operation as quickly as possible to minimize business impact. RCA is typically conducted after an incident has been resolved, particularly for major incidents or recurring issues, to identify and eliminate the underlying cause and prevent future occurrences.
- ✓
Log an incident record with all relevant details
Why this is correct
Logging an incident record is the essential first step in the Incident Management process when a service desk analyst receives a report of a service disruption. This action formally captures the event, ensuring it is tracked, prioritized, and managed according to established procedures. It provides a complete history of the issue, facilitating diagnosis, communication, and eventual resolution, aligning directly with the immediate goal of restoring service.
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Escalate the issue to the problem management team
Why it's wrong here
Escalating directly to the Problem Management team as the initial response is incorrect and premature. Problem Management focuses on investigating the underlying causes of incidents to prevent recurrence, which is distinct from the immediate task of restoring service. The service desk's initial responsibility is to attempt to resolve the incident or escalate it within Incident Management (e.g., to a second-line support team) if they cannot resolve it themselves, before considering Problem Management involvement for recurring or major issues.
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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.