ITIL 4 Foundation — Question 239
What is the difference between the 'incident management' and 'service desk' practices?
Answer options
- A. Incident management resolves issues, service desk investigates the underlying causes of issues
- B. Incident management restores service operation, service desk provides communication with users
- C. Incident management manages interruptions to services, service desk monitors achieved service quality
- D. Incident management resolves complex issues, service desk resolves simpler issues
Correct answer: B
Explanation
The correct answer, B, accurately describes the roles of incident management and service desk, where incident management focuses on restoring service operations and the service desk facilitates user communication. Options A, C, and D misrepresent the core functions of these practices, leading to confusion about their specific responsibilities.