In theincident handling and resolutionprocess, the service desk agent confirms that a user query refers to an incident during theincident detectionstep. This step involves recognizing that an issue reported by a user is indeed an incident that requires further investigation and classification.
Incident classification(Option A) happens after detection and involves categorizing the incident.
Incident registration(Option C) involves logging the incident once it is confirmed.
Incident diagnosis(Option D) occurs later, during the troubleshooting phase.
Contribute your Thoughts:
Chosen Answer:
This is a voting comment (?). You can switch to a simple comment. It is better to Upvote an existing comment if you don't have anything to add.
Submit