ITIL® 4 Foundation Exam Preparation Training | Service Desk Practice (eLearning)

Value Insights - Agile and ITIL Training Partner

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Unlock your career potential! Purchase the full ITIL4 Foundation course, including the official exam and certification. Take the first step toward mastering IT service management today!
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The Service Desk is not a new concept, however before ITIL 4 it has been called a function. Now it is also a practice. A collection of specialized resources with their own goals and responsibilities.
The Service Desk still acts as the Single Point of Contact (SPOC) for any user-initiated query, with the main focus on Incident Management and Service Request Management.
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27 сен 2024

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Комментарии : 5

@valueinsights 2 года назад

Continue to explore ITIL® 4 foundation with our officially accredited ITIL® 4 eLearning at: learnify.anewspring.com/do?action=viewProduct&id=1 - 5.5 hours of videos, official exam and 7 mock exams simulations included.

@ralubur 2 года назад

Hi Alex, Many thanks for your videos, these are really helpful. I came across a question on a different website (actual exam question from ITIL's ITILFND V4 it seems): 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, fulfill D. Acknowledge, classify, own Although that other website states that the correct answer is C, I disagree. Could you please confirm if the correct answer is actually D? Maybe I'm missing something. Thanks a bunch!

@valueinsights 2 года назад

Hi Ralu Thanks y lot for your feedback. I tend to agree with you on answer D. The Service Desk might do all of the above for the issues, if it is empowered and knowledgable enough. But only acknowledging, classifying and owning the issues belongs to their basic tasks of a SD from the list above. Cheers, Alex

@aliraza20003 2 года назад

Which is handled as a service request? A. An investigation to identify the cause of an incident B. A compliment about an IT support team C. The failure of an IT service D. An emergency change to implement a security patch Answer: C........................ For above question the answer C is wrong in my opinion. But Could be right also because SD receive Incidence calls too. B also looks right because it is kind of Feedback. Please give your view on this.

@valueinsights 2 года назад

Hi Ali Definitely the correct answer is B. Handling of complaints and compliments is done by service request management. A is problem management, C is an incident D is, well, an emergency change 🙂