Der Vortrag „Service Desk – Service Operation“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
The service desk is not responsible for which of the following?
Which of the following should service desk staff members possess? 1. Specialist technical knowledge 2. Customer service skills 3. Technical ability 4. Business knowledge
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