Exam CDFOM Topic 1 Question 53 Discussion

Actual exam question for EXIN's CDFOM exam
Question #: 53
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?

Suggested Answer: C Vote an answer

A common operational problem occurs when incidents areinitially responded to but then lose attention.
EPI identifiesincomplete shift handoveras 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,Cis 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 Theresa at Dec 11, 2025, 05:59 PM

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