Exin CDFOM Exam - Topic 1 Question 7 Discussion

Actual exam question for Exin's CDFOM exam

Question #: 7
Topic #: 1

Customers complain that reported incidents are responded to at first but then seem to disappear after a while with the customer no longer receiving a proper follow-up.

What is the most likely cause of this?

AThe service desk application is not configured to send automatic 'ticket closed' emails

BThe overall staff skill levels are insufficient to support the customer

CIncomplete shift hand-over

DThe data center does not have adequate contingency in the resource allocations

Show Suggested Answer

Suggested Answer: C

A common operational problem occurs when incidents are initially responded to but then lose attention.

EPI identifies incomplete shift handover as a major root cause because:

Incident ownership is not transferred correctly

Pending actions are not communicated

Operators on the next shift are unaware of unresolved incidents

Follow-up obligations are lost

This leads to customers receiving initial responses but no closure or updates.

Why other options are incorrect:

A: Even without auto-emails, incidents would still be followed up internally.

B: Skill level issues affect resolution quality, not disappearance of tickets.

D: Lack of contingency causes delays, not loss of tracking.

Thus, C is correct.

EPI DCFOM-Aligned Reference Concepts (Paraphrased)

Proper shift handover is essential to maintain service continuity.

Incomplete handover leads to dropped incidents and SLA failures.

by Sean at Mar 05, 2026, 03:49 AM

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3 months ago

I remember we discussed how poor communication can lead to customers feeling ignored, so option A makes sense to me.

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