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NEW QUESTION # 187
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Answer: C
Explanation:
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
Reference: https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 188
Which of the following is an example of incident?
Answer: C
NEW QUESTION # 189
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Answer: C
NEW QUESTION # 190
When should a workaround be created?
Answer: B
Explanation:
Explanation/Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION # 191
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Answer: C
NEW QUESTION # 192
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