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?
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 and categorize it
According to ITIL 4, the first step in incident management is to log and categorize the incident to ensure it is recorded and prioritized. Option A is correct because immediate documentation enables proper handling. Option B (checking the known error database) is premature because this step is typically done after logging and categorization, not as a first response. Option C (routing to problem management) is incorrect because problem management deals with root cause analysis after incidents are logged. Option D (closing and asking to call back) is unacceptable as service must be restored.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Log the incident and categorize it
Why this is correct
In ITIL 4, the first action for any reported service disruption is to log and categorise the incident, as this creates a permanent record and enables prioritisation based on impact and urgency. The stem specifies a “call” from a user, which triggers the incident management process; logging immediately satisfies the requirement to capture the initial report before any diagnosis or escalation can occur.
- ✗
Check the known error database for a workaround
Why it's wrong here
While checking for workarounds in the known error database is a valuable step in incident resolution, it is not the *first* action. The immediate priority upon receiving a report of a service disruption is to log the incident to create a formal record, capture essential details, and enable initial categorization and prioritization. Only after logging would the service desk proceed with diagnostic steps, which include searching for existing solutions or workarounds.
- ✗
Route the call directly to problem management
Why it's wrong here
Routing the call directly to problem management is premature and bypasses the critical initial steps of incident management. Problem management focuses on identifying the root causes of incidents to prevent recurrence, which is a different objective from incident management's primary goal of restoring normal service operation as quickly as possible. An incident must first be logged and managed to restore service before a deeper problem investigation is typically initiated.
- ✗
Tell the user it is not an incident and ask them to call back
Why it's wrong here
Dismissing a user's report by telling them it is not an incident and asking them to call back is a severe breach of service desk best practices and ITIL principles. The service desk serves as the single point of contact for users, and every reported service disruption or query should be logged to ensure it is tracked, managed, and resolved, regardless of its initial perceived severity or type. This approach ensures accountability and maintains a positive user experience.
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JA
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.