In which step of the ‘incident handling and resolution’ process does the service desk agent confirm that the user query refers to an incident?

In which step of the ‘incident handling and resolution’ process does the service desk agent confirm that the user query refers to an incident?
A . Incident classification
B . Incident detection
C . Incident registration
D . Incident diagnosis

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Answer: B

Explanation:

In the incident handling and resolution process, the service desk agent confirms that a user query refers to an incident during the incident detection step. 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.