Certified Incident Handler (CIH) Practice Ecam

What tool serves as an IT help desk to notify entities during an incident response orchestration process?

1. Service Now

2. Jira

3. PagerDuty

4. Freshservice

The correct answer is: Service Now

The correct answer, Service Now, is recognized as an IT service management tool that excels in incident management and orchestration. It acts as a centralized platform that allows IT teams to effectively manage incidents by providing functionalities such as ticket creation, tracking, and communication among various stakeholders. During an incident response process, Service Now can automate notifications, streamline workflows, and ensure that all parties are informed about the status of the incident, which is critical for a coordinated response. By integrating with other systems and tools used in an organization, Service Now helps maintain an organized incident response and ensures that key personnel are alerted in real-time about ongoing incidents. Additionally, its robust reporting and analysis capabilities enable teams to assess incident impacts and improve future responses. While other tools like Jira, PagerDuty, and Freshservice also offer functionalities related to incident response and IT service management, they may focus on different aspects. For example, Jira is primarily a project management tool that can be configured for incident tracking, PagerDuty specializes in alerting and on-call management, and Freshservice provides a service desk experience. However, Service Now stands out due to its comprehensive suite of features specifically tailored for IT service management and incident handling.