The service desk cannot resolve an incident with the information available to it. According to the incident management practice, what should normally determine where the incident goes next?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
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The options
Not correct Its priority is automatically raised so that it receives more resources
Escalation and prioritisation are separate. Moving an incident to a more expert team does not change its impact or urgency, and inflating priority on escalation would corrupt the prioritisation scheme.
Not correct It is passed to problem management, which takes ownership of restoring the service
Problem management owns causes, not restoration. Handing an unresolved incident to problem management would leave the user without service while an investigation runs.
Correct It is routed to a support team with the relevant expertise, typically based on the incident's category
Correct. Categorisation exists partly to drive routing: the category identifies the kind of fault, which identifies the team most likely to be able to diagnose it.
Not correct It is closed and the user is asked to raise a service request instead
A service request is a pre-agreed normal service action. An unresolved failure is not converted into a request; doing so would hide the incident from reporting and from trend analysis.
Why
Escalation in incident management is about reaching the right knowledge, not about signalling importance. Incidents may be resolved by the user through self-help, by the service desk, by a specialist support team, or by a supplier — and the category drives which of those is engaged.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- More complex incidents are escalated to a support team for resolution, with routing normally based on the incident category.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.