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Question 302

What is the difference between the 'incident management' and 'service desk' practices?

Incident management resolves issues, service desk investigates the underlying causes of issues

Incident management restores service operation, service desk provides communication with users

Incident management manages interruptions to services, service desk monitors achieved service quality

Incident management resolves complex issues, service desk resolves simpler issues

Correct Answer: B

Discussion

BoxbotOption: B

5.2.5 Incident management The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.