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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 465 - ITILFND-V4 discussion

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What is the difference between the 'incident management' and 'service desk' practices?

A.
Incident management restores service operation, service desk provides communication with users
Answers
A.
Incident management restores service operation, service desk provides communication with users
B.
incident management manages interruptions to service desk monitors achieved service quality
Answers
B.
incident management manages interruptions to service desk monitors achieved service quality
C.
incident management resolves issues, service desk investigates the underlying causes of issues
Answers
C.
incident management resolves issues, service desk investigates the underlying causes of issues
D.
incident management resolves complex issues, service desk resolve simpler issues.
Answers
D.
incident management resolves complex issues, service desk resolve simpler issues.
Suggested answer: A

Explanation:

A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").

https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vsitsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).

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asked 18/09/2024
SAI CHARAN TANGELLA
35 questions
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