Certified Incident Handler (CIH) Practice Ecam

What ITIL-recommended step involves examining system logs and user errors?

1. Resolution

2. Diagnosis

3. Closure

4. Registration

The correct answer is: Diagnosis

The ITIL-recommended step that involves examining system logs and user errors is the diagnosis phase. In this stage, the focus is on identifying the underlying causes of incidents and problems. Analyzing system logs and errors reported by users is crucial for understanding the nature of an incident and determining the appropriate resolution. During diagnosis, IT service management professionals look at data to uncover patterns or recurring issues, and this information is vital in deciding next steps. This process helps in formulating effective solutions and mitigating future risks, as it contributes to a better understanding of how systems and users interact under various conditions. In contrast, other steps like resolution focus on implementing fixes identified during diagnosis, closure involves concluding the incident management process and ensuring that all necessary documentation is complete, and registration is the initial logging of incidents or requests without delving into their specifics or analyzing them.