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 categorize it appropriately
The first step in Incident Management is to log and categorize the incident. This ensures that the issue is recorded and can be properly prioritized and escalated. Option A is incorrect because root cause analysis belongs to Problem Management, which occurs after incidents are logged. Option C is incorrect because a change request would be appropriate only after a solution is identified. Option D is incorrect because service requests are for pre-approved, routine needs.
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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Investigate the root cause of the access issue
Why it's wrong here
Investigating the root cause is a core activity of Problem Management, which aims to identify and resolve the underlying causes of incidents to prevent recurrence. While crucial for long-term stability, it is not the immediate priority when users are experiencing an active service disruption. The primary goal of Incident Management is to restore normal service operation as quickly as possible, often through workarounds, before delving into the root cause.
- ✓
Log an incident and categorize it appropriately
Why this is correct
Logging the reported issue as an incident is the foundational first step in the Incident Management process. This action creates a formal record, enabling tracking, communication, and assignment to the appropriate support teams. Categorizing it, typically by service, impact, and urgency, is crucial for correct prioritization and efficient routing, ensuring the incident receives the attention it requires based on its business effect.
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Submit a change request to modify the CRM system
Why it's wrong here
Submitting a change request is premature and incorrect as the initial response to an unplanned service disruption. Change Management governs the addition, modification, or removal of anything that could have a direct or indirect effect on services, requiring proper assessment and authorization. An incident, by definition, is an unplanned interruption or reduction in quality of a service, demanding immediate restoration, not a formal change process as the first action.
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Create a service request for the users to regain access
Why it's wrong here
Creating a service request is an inappropriate response to an unplanned service disruption like users losing access. Service requests are typically for pre-defined, pre-approved requests from users, such as requesting new software, information, or access to a standard service component, often fulfilled through a standardized process. An unexpected loss of access, however, constitutes an incident, as it represents an unplanned interruption to a service.
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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.