Quiz-P2-5-Service desk

Which is NOT a purpose of the "Service desk " practice?

• 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.

• To set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

• Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned

• The focus of the service desk is to provide support for ‘people and business’ rather than simply technical issues.

What is not type of service desk?

• Local

• Virtual

• Centralized

• Support center

What is NOT a recommendation of the Service desk?

• No matter how efficient the service desk and its people are, there will always be issues that need escalation and underpinning support from other teams.

• Service desk must be actively supported by

  its peer groups.

  Service desk staff require training and competency across a number of broad technical and business areas.

• Service desks add value not simply through

  the transactional acts of, for example, incident logging, but also by understanding and acting on the business

  context of this action.

• Service desk should be standardized and automated to the greatest degree possible.

How does Service desk contribute to the IMPROVE value chain activity?

• Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation. Feedback from users is collected by the service desk to support continual improvement.

• The service desk is the main channel for tactical and operational engagement with users.

• The service desk provides a channel for communicating with users about new and changed services. Service desk staff participate in release planning, testing, and

  early life support.

• Service desk staff can be involved in acquiring service components used to fulfil service

  requests and resolve incidents.

How does Service desk contribute to the ENGAGE value chain activity?

• The service desk is the main channel for tactical and operational engagement with users.

• The service desk provides a channel for communicating with users about new and changed services. Service desk staff participate in release planning, testing, and early life support.

• Service desk staff can be involved in

  acquiring service components used to fulfil

  service requests and resolve incidents.

• The service desk is the coordination point

  for managing incidents and service

  requests.

How does Service desk contribute to the DELIVER & SUPPORT value chain activity?

• The service desk is the coordination point

  for managing incidents and service

  requests.

• Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation. Feedback from users is collected by the service desk to support continual improvement.

• The service desk is the main channel for tactical and operational engagement with users.

• The service desk provides a channel for communicating with users about new and changed services. Service desk staff participate in release planning, testing, and early life support.