ITIL4F ITIL Service Value System Practice Question
An IT service desk analyst receives multiple calls that users cannot access the CRM system after a scheduled maintenance. According to ITIL 4, what should the analyst do FIRST?
⚠ Common exam trap
A common mix-up: candidates confuse incident management with problem management, thinking that investigating the root cause (Option B) should be the first step, when in fact ITIL 4 mandates restoring service first before analyzing the underlying cause.
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 to restore service as soon as possible
According to ITIL 4, the primary goal of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. When users cannot access the CRM system after scheduled maintenance, the analyst must first log an incident record to initiate the restoration process, as this is an unplanned interruption or reduction in quality of an IT service. This aligns with the ITIL 4 guiding principle of 'Focus on Value' by prioritizing immediate service recovery over investigation or change management.
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 an incident record to restore service as soon as possible
Why this is correct
According to ITIL 4, an incident is an unplanned interruption to a service or a reduction in the quality of a service. The primary objective of incident management is to restore normal service operation as quickly as possible to minimize business impact. Therefore, logging an incident record is the correct immediate action for a service desk analyst receiving multiple calls about a service disruption, initiating the formal process to track and resolve the issue.
- ✗
Raise a problem record to investigate the root cause
Why it's wrong here
Raising a problem record is incorrect as the initial response to an active service disruption. ITIL 4 defines a problem as a cause, or potential cause, of one or more incidents. Problem management focuses on identifying the root cause of incidents to prevent recurrence, which is a proactive activity typically initiated after an incident has been resolved or stabilized, not as the first step in restoring service.
- ✗
Submit a change request to revert the maintenance changes
Why it's wrong here
Submitting a change request is not the immediate first action when users report an unplanned service interruption. A change request is a formal proposal for an alteration of a service or service component, managed through the change enablement practice. While reverting maintenance changes might be a necessary resolution step, the initial action is to log an incident to acknowledge the disruption and begin the process of service restoration, which may then lead to a change request.
- ✗
Create a service request for user access
Why it's wrong here
Creating a service request is inappropriate for an unplanned service disruption affecting multiple users. ITIL 4 defines a service request as a formal request from a user for something standard, pre-defined, and usually pre-approved, such as requesting access to an application or a standard software installation. The scenario describes an unexpected interruption to service, which clearly falls under the definition of an incident, not a routine service request.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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