ITIL 4 Foundation - Service Desk

Which is a purpose of the 'service desk' practice?

• A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

• B. To be the entry point and single point of contact for the service provider with all of its users

• C. To support the agreed quality of a service by handling all pre- defined, user-initiated service requests

• D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Which statement about the 'service desk' practice is CORRECT?

• A. It provides a link with stakeholders at strategic and tactical levels

• B. It carries out change assessment and authorization

• C. It investigates the cause of incidents

• D. It needs a practical understanding of the business processes

Why should service desk staff detect recurring issues?

• A. To help identify problems

• B. To escalate incidents to the correct support team

• C. To ensure effective handling of service requests

• D. To engage the correct change authority

What actions does a service desk take for all issues, queries and requests that are reported to them?

• A. Schedule, assess, authorize

• B. Diagnose, investigate, resolve

• C. Initiate, approve, fulfil

• D. Acknowledge, classify, own

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

• A. Problem management

• B. Supplier management

• C. Release management

• D. Service desk

Which practice owns and manages issues, queries and requests from users?

• A. Incident management

• B. Service desk

• C. Change control

• D. Problem management

What is the effect of increased automation on the 'service desk' practice?

• A. Greater ability to focus on customer experience when personal contact is needed

• B. Decrease in self-service incident logging and resolution

• C. Increased ability to focus on fixing technology instead of supporting people

• D. Elimination of the need to escalate incidents to support teams

Which practice coordinates the classification, ownership and communication of service requests and incidents?

• A. Supplier management

• B. Service desk

• C. Problem management

• D. Relationship management

Which statement about service desks is CORRECT?

• A. The service desk should work in close collaboration with support and development teams

• B. The service desk should rely on self-service portals instead of escalation to support teams

• C. The service desk should remain isolated from technical support teams

• D. The service desk should escalate all technical issues to support and development teams

What are the MOST important skills required by service desk staff?

• A. Incident analysis skills

• B. Technical skills

• C. Problem resolution skills

• D. Supplier management skills