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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which statement about the 'continual improvement' practice is CORRECT?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
What is MOST LIKELY to be handled as a service request?
Which describes a CORRECT approach to change authorization?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which competencies are required by the 'service level management' practice?
Which TWO statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests

Question 262 - ITILFND-V4 discussion

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Which practice provides users with a way to get various requests arranged, explained and coordinated?

A.
Service level management
Answers
A.
Service level management
B.
Relationship management
Answers
B.
Relationship management
C.
Continual improvement
Answers
C.
Continual improvement
D.
Service desk
Answers
D.
Service desk
Suggested answer: D

Explanation:

Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e.

logging tickets), the service desk is better placed to add value to the organization.

Reference: https://www.bmc.com/blogs/itil-service-desk/

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asked 18/09/2024
Nestor Maitin
28 questions
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