16.
The service desk is not responsible for which of the following?
- A.Providing a first point of contact
- B.Resolving straightforward incidents
- C.Preventing incidents from recurring
- D.Providing updates to users
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| The problem management process is responsible for the prevention of incidents, including recurrent. The service desk does not undertake problem management, it provides a first point of contact, resolves as many incidents as possible during the first contact, and updates users regarding the progress of incidents that have been assigned to second-line support teams. |
17.
The service desk carries out two processes. What are they?
1. Incident management
2. Design coordination
3. Request fulfillment
4. Change management
1. Incident management
2. Design coordination
3. Request fulfillment
4. Change management
- A.2 and 4
- B.1 and 3
- C.All of the above
- D.3 and 4
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Design coordination is a process of service design, and change management is a process of service transition. Neither of these are carried out by the service desk. |
18.
Which of the following should service desk staff members possess?
1. Detailed application knowledge
2. Interpersonal skills
3. Technical ability
4. Business knowledge
1. Detailed application knowledge
2. Interpersonal skills
3. Technical ability
4. Business knowledge
- A.2 and 3
- B.1 and 2
- C.All of the above
- D.2, 3, and 4
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| Detailed application knowledge is required for the application management function, not for the service desk. It is sufficient for service desk staff to have enough technical ability and understanding of the infrastructure and applications, to be able to recognize known errors and apply workarounds, or to escalate the incident to the correct support team. A knowledge of the business is required to understand business impact when prioritizing incidents. |
19.
Which of the following is not a service desk structure described in ITIL?
- A.Virtual
- B.Matrix
- C.Follow the sun
- D.Local
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Matrix is not recognized as a service desk structure in the ITIL framework. |
20.
Which of the following information sources should be available to the service desk
staff?
1. Change schedule
2. Configuration management system covering the infrastructure and applications
supported 3. Known error database
4. Incident diagnostic scripts
1. Change schedule
2. Configuration management system covering the infrastructure and applications
supported 3. Known error database
4. Incident diagnostic scripts
- A.1 and 2
- B.All of the above
- C.3 and 4
- D.1, 2, and 3
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Incident diagnostic scripts are used by the service desk analysts to help in the resolution of incidents at first-line. The known error database will provide workarounds to allow the service desk to restore service. The CMS will provide information regarding the CI experiencing the issue, and show its relationships with other CIs, as faults with other CIs may cause the particular CI to fail (for example, a faulty router may cause a printer to fail to print). Finally, access to the change schedule will highlight if the faulty CI has recently undergone a recent change that may have caused the fault. |
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