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Question 73 - ITIL-DSV discussion

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Just minutes before the service desk operations close for the day, a user calls with an urgent request. What would be the BEST way to respond to the request?

A.
Log a ticket and work on it during the agreed business hours.
Answers
A.
Log a ticket and work on it during the agreed business hours.
B.
Escalate to the second line team, the ticket remains within the service level agreement.
Answers
B.
Escalate to the second line team, the ticket remains within the service level agreement.
C.
Assess the impact and decide to help the user even outside of the agreed business hours.
Answers
C.
Assess the impact and decide to help the user even outside of the agreed business hours.
D.
Listen and empathize with the user. Ask the user to call back during the agreed business hours.
Answers
D.
Listen and empathize with the user. Ask the user to call back during the agreed business hours.
Suggested answer: C

Explanation:

In situations where a request is urgent, particularly just before the close of service desk operations, it is crucial to assess the impact of the request on the user's business or operations. If the impact is significant, providing assistance outside of the agreed business hours is justified. This approach reflects the ITIL 4 guiding principles of 'Focus on Value' and 'Collaborate and Promote Visibility.'

By assessing the impact first, the service provider ensures that resources are allocated effectively to situations that truly need immediate attention, thereby protecting the overall service value and maintaining high levels of customer satisfaction.

Logging the ticket and addressing it during business hours (A) may be appropriate for non-urgent issues, but in this scenario, it could negatively impact the user. Escalating to the second line team (B) is also viable but may not be necessary if the first line can handle the issue. Simply asking the user to call back during business hours (D) could harm the relationship with the user and does not align with the principle of ensuring user satisfaction.

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asked 18/09/2024
B Erol
57 questions
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