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Exin ITSM20F.EN Exam - Topic 1 Question 27 Discussion

When should the final closure of an Incident record be completed?
D) when the initiating user has been given the opportunity to confirm that the service is restored
A) when all relevant information for classification and routing has been entered
B) when the Incident has been dispatched outside the Service Desk department
C) when the Incident is solved and normal operation is restored

Exin ITSM20F.EN Exam - Topic 1 Question 27 Discussion

Actual exam question for Exin's ITSM20F.EN exam
Question #: 27
Topic #: 1
[All ITSM20F.EN Questions]

When should the final closure of an Incident record be completed?

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Suggested Answer: D

by Kimbery at May 06, 2022, 11:27 AM

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Sherrell
10 months ago
Definitely C, but I see why D is important too.
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Timothy
10 months ago
Wait, are we really closing incidents without user confirmation?
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Tandra
10 months ago
I think it’s D, the user needs to confirm it’s fixed.
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Shawna
11 months ago
Totally agree, option C makes the most sense!
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Stefania
11 months ago
Closure should be when the service is restored, right?
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Stanton
11 months ago
I’m a bit confused about when to close it. I thought it was when all info was entered, but that seems more like a preliminary step.
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Ilda
11 months ago
I feel like it could also be when the incident is solved and normal operation is restored, which sounds like option C.
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Kanisha
11 months ago
I remember a practice question that emphasized the importance of user confirmation before closing an incident. That might be option D.
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Chanel
11 months ago
I think the final closure should happen when the user confirms the service is restored, but I'm not entirely sure.
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Tamesha
11 months ago
Option D looks like the most comprehensive approach - checking the controller status, restarting it, and monitoring the CLI output for any errors or abnormal behavior. That seems like the best way to diagnose and resolve the issue.
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Shawna
11 months ago
Hmm, I'm a bit confused by the wording here. I'll need to re-read the question to make sure I understand it fully.
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Arlen
11 months ago
Hmm, I'm a bit unsure about this one. I'll need to think carefully about which two options best represent the advantages of open-source software.
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