Itil Which of the Following Best Describes a Service Desk

The ITIL SVS describes how all the components and activities of the organization work together as a system. The ITIL 4 service value system.

Which Of The Following Best Describes A Service Desk A A Process Within Service Course Hero

ITIL describes processes procedures tasks and checklists which are neither organization-specific nor technology-specific but can be applied.

. Which of the following would be included in the results when entering service in the Navigation filter. B A Service Desk where analysts only speak one language. The proportion of time that the service is actually available for use by the Customers within the agreed service hours.

Which of the following is a type of service level agreement SLA described in the ITIL service design publication. Priority-based technology-based and location-based SLAs are not discussed in service design. Which of the following BEST describes a Local Service Desk structure.

The service desk should remain isolated from technical support teams. The service desk should rely on self-service portals instead of escalation to support teams. Products The following table shows the comparison for services and products.

Service Service is a means of delivering value to customers by achieving customers desired results while working within given constraints. Ability of a component or service to perform its required function at a stated instant or over a stated period of time. Recording service desk staff absence Explanation Service desk staff absense is an issues for a personnel system not for an ITIL process.

Sometimes its best to use the words straight from the horses mouth AXELOS in this instance with the ITIL 4 Foundation publication stating the following about the service value system. A A Service Desk that also provides onsite technical support to its users. It is usually expressed as the availability ratio ie.

According to ITIL an incident is an unplanned interruption to a service or reduction in the quality of a service According to ITIL a problem is a cause or potential cause of one or more incidents According to ITIL a change is the addition modification or removal of anything that could have a direct or indirect effect on services. The 4 dimensions of the Service Desk in the ITIL 4 version are. ITIL Knowledge Management We know that when we collect raw data it comes in a jumbled form.

The Information Technology Infrastructure Library ITIL is a set of detailed practices for IT activities such as IT service management ITSM and IT asset management ITAM that focus on aligning IT services with the needs of business. ITIL 9 This chapter discusses the Service basics of ITIL in detail. What BEST describes the purpose of access management.

Service desks have a help desk or ticketing solution that allows the administrators to manage services based on the type of tickets generated. It is the graphical representation of how knowledge can be organized within the organization. Services Products Services are not tangible.

DIKW Model is an essential part of ITIL Knowledge Management under the Service Transition Module. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions. The service desk should work in close collaboration with support and development teams Correct The service desk should escalate all technical issues to support and development teams.

Only applications with a name containing service All modules and sections within the Service Desk application Only applications sections and modules with names containing service. Organizations and people Includes the service management team that designs operates and changes service offerings. Select 2 answers from the below options.

C A Service Desk that is.

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