Service Operation Functions – The Service Desk Function

Service Operation Functions – The Service Desk Function

by: Nuwulang
  1. 1

    Which of these statements about Service Desk staff is CORRECT?

  2. 2

    In many organisations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

  3. 3

    Which of the following is NOT a Service Desk type recognised in the Service Operation volume of ITIL?

  4. 4

    Which of the following is the BEST description of a centralised Service Desk?

  5. 5

    When an event is logged at the Service Desk, in what order will the processes likely be executed?

  6. 6

    Which of the following is not an activity of the Service Desk?

  7. 7

    Which statement best describes the role of the Service Desk?

  8. 8

    Leading the way in IT testing and certification tools, in many organizations the role of Incident Manager is assigned to the Service Desk.It is important that the Incident Manager is given the authori

  9. 9

    Which of the following metrics would you most associate with the Service Desk?

  10. 10

    Which of the following is NOT an example of Self-Help capabilities?

  11. 11

    Primary aim of Service Desk:

  12. 12

    Role of Service Desk:

  13. 13

    What are not part of staff considerations for Service Desk?

  14. 14

    Key Metrics for Service Desk:

  15. 15

    What is not part of Percentages Key Metric?!

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