Tag: Service Desk

Greater ability to focus on customer experience when personal contact is needed Decrease in self-service incident logging and resolution Increased ability to focus on fixing technology instead of supporting people Elimination of the need to escalate incidents to support teams Greater ability to focus on...

Which is a recommendation of the service desk practice? Service desks should avoid the use of automation. Service desks should be highly technical. Service desks should understand the wider organization. Service desks should be a physical team in a single fixed location. Service desks should...

Which is a purpose of the service desk practice? To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents To maximize the number of successful IT changes by ensuring risks are properly assessed To capture demand for incident resolution...

Which practice provides a single point of contact for users? Incident management Change enablement Service desk Service request management Service desk The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point...

Which practice includes the classification and ownership of queries and requests from users? Service desk Incident management Change enablement Service level management Service desk Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and...