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 the incident in the IT service management tool
The first step is to log the incident, which captures details and initiates the incident management process.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Apply a workaround to restore service
Why it's wrong here
While applying a workaround is a crucial step in incident resolution to restore service quickly, it is not the first action an IT service desk analyst should take upon receiving a call. Before a workaround can be effectively applied or even identified, the incident must first be formally logged. This ensures all relevant details are captured, the incident is tracked, and appropriate resources can be allocated for its resolution.
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Escalate the issue to the Problem Management team
Why it's wrong here
Escalating an issue directly to the Problem Management team is premature at this initial stage. Problem Management focuses on identifying and resolving the root causes of incidents to prevent recurrence, which is a distinct practice from initial incident handling. Before any escalation, the incident must first be logged, assessed for its impact and urgency, and initial attempts at resolution or workaround application should be made by the Incident Management team.
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Investigate the root cause of the issue
Why it's wrong here
Investigating the root cause of an issue is a primary activity within the Problem Management practice, not the immediate first step for an IT service desk analyst receiving an incident call. The immediate priority in Incident Management is to restore normal service operation as quickly as possible, often through a workaround, and only after service restoration and incident logging does Problem Management typically begin its deeper analysis to prevent future occurrences.
- ✓
Log the incident in the IT service management tool
Why this is correct
Logging the incident in the IT service management (ITSM) tool is the fundamental and mandatory first step for an IT service desk analyst. This action formally records the incident, captures all initial details such as caller information, symptoms, and impact, and initiates the Incident Management process. Proper logging ensures the incident is tracked, prioritized, and managed effectively through its lifecycle, providing a basis for communication and resolution.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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