1/20
Which one of the following is the principal reason for an organization to invest in a Service Desk?
- provide initial assessment of all Incidents for quick actions to resolve User requests
- deliver the high quality IT support critical for achieving business goals
- receive and record all calls from Users for proper actions without missing a single User request
2/20
The number of staff employed on the Service Desk depends on the needs of the business and is based on a range of important criteria, including, but not limited to:
- The business budget available/required
- The number of customers to support
- The volume of Incidents
- The period of support coverage required
- Workload pattern of requests (e.q. daily, month end, etc.)
- The type of response required
- The level of training required
- The support technologies available
- The existing skill levels of staff
- The processes and procedures in use
Which of the following should also be included as criteria?
- size, relative age, design, and complexity of the IT infrastructure
- the numbers of 2nd, 3rd, nth level members supporting the Service Desk
- the possibility of outsourcing the Service Desk
3/20
The process of classification and matching allows Incident Management to be carried out with more speed and minimum support resources.
What should be done after the „Matching Incidents against Known-error and Problem database“ task to provide the greatest efficiency in the Classification and Matching activity?
- assessing related configuration details
- categorizing Incident if no match
- defining Incident priority if no match
4/20
A User calls the Service Desk to report an Incident related to the functioning of a Pe. Service Desk staff asks the User to reboot the PC to see if the Incident could be quickly resolved. As such, „reboot“ can be considered and used as a Workaround for many PC related incidents. To record this Workaround in the Known-error database, the following is a suggested procedure:
- Service Desk staff records this Workaround in the Incident record
- Incident Management will record the Workaround in the Known-error database and inform the Workaround and the associated Incident records to Problem Management
- Problem Management will further analyze the incidents and the Workaround to find a permanent solution.
What is wrong in this procedure?
- Problem Management will record the Workaround in the Known-error database and not the Incident Manager.
- Service Desk staff should be able to record the Workaround in the Known-error database directly and need not have to wait for the Incident Manager to record it.
- The Workaround is not analyzed by Problem Management before it is recorded in the Known-error database.
5/20
As a Practitioner Support and Restore, you will monitor the effect of a successful Problem Management system on the workloads of staff.
What events will cause adefinite increase in the workload of Incident and Problem Management staff?
- more applications and new users
- more CI’s
- more Incidents
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