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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 357 - ITILFND-V4 discussion

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Which practice provides a communications point for users to report operational issues, queries and requests?

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

Explanation:

The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.

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

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asked 18/09/2024
Koos Witkamp
33 questions
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