1. ITIL® OSA - Operational Support and Analysis

The Service Desk: Introduction and Structures von IT Training Zone

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Über den Vortrag

Der Vortrag „The Service Desk: Introduction and Structures“ von IT Training Zone ist Bestandteil des Kurses „ITIL® OSA - Operational Support and Analysis “. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • Lesson Contents
  • Service Desk Role
  • Meeting Business Needs
  • Responsibilities
  • Centralised
  • Follow the Sun
  • Specialist Groups

Quiz zum Vortrag

  1. The Service Desk is one of the functions described in ITIL
  2. The Service Desk is a key OSA process
  3. The Service Desk is part of the Operations Management function
  4. The Service Desk is one of the roles described in ITIL
  1. It provides a single point of contact
  2. It provides specialist support
  3. It tracks user problems
  4. It implements changes on behalf of the user
  1. Some types of events may be automatically reported as incidents for the Service Desk to manage
  2. The Service Desk may receive these through telephone calls ONLY
  3. Incidents should be filtered through a technical team first, before they are reported to the Service Desk
  4. Users have the choice of reporting incidents directly to IT support teams or using the Service Desk
  1. Incidents
  2. User RFCs
  3. Service Requests
  4. Problems
  1. The business’ perception of IT is based, to a large extent, on the efficiency and effectiveness of the Service Desk
  2. The Service Desk is the source of information for all IT services, and so should play an important role in the IT Service Continuity plan
  3. Neither
  1. By freeing specialist staff from dealing with simple user queries
  2. By providing Problem Management with useful data regarding the numbers and types of incidents reported
  3. By providing Service Level Management with useful data regarding the response and resolution times for incidents
  4. By providing IT Management with useful data regarding the productivity of the various support teams
  5. None of them
  1. By providing an easy way to contact IT about any issue
  2. By minimizing disruption due to incidents, by restoring service through workarounds and resolution of simple incidents
  3. By providing business users with Early Life Support for new services, saving training costs
  4. By ensuring that services have been thoroughly tested before they are released to the business
  1. Neither
  2. The Service Desk does not own incidents which are referred to third party suppliers
  3. The Service Desk’s responsibility ends when the incident or request has been escalated to the correct support team
  1. The Service Desk may update CI details on behalf of Service Asset and Configuration Management
  2. The Service Desk may approve changes on the users’ behalf
  3. Neither
  1. The Service Desk evolved from earlier Help Desks, and provides a wider variety of services
  2. The Service Desk is a less skilled type of Help Desk
  3. Neither
  1. Devolved Service Desk
  2. Local Service Desk
  3. Central Service Desk
  4. Virtual Service Desk
  1. There is a local desk in each location, which is the single point of contact for users at that location
  2. There is a local desk in each location, which escalates the more difficult incidents to a central desk
  3. Neither
  1. Local Service Desks are useful for global organisations as they can provide a service in the user’s own language
  2. There is a danger with local Service Desks that knowledge is not shared, so an incident may be
  3. Local Service Desks should agree a common language for data entry, as incidents may be escalated to a support team in another location
  4. Local Service Desks are free to use the tools which suit them best
  1. There is no structure which is most efficient – it depends on the needs of the organisation
  2. Central
  3. Local
  4. Virtual
  1. The Centralised Service Desk may be a potential Single Point of Failure
  2. The Centralised Service Desk offers economies of scale, and makes knowledge-sharing easier
  3. Neither
  1. A number of desks in different locations, where the telephone system distributes the calls to whichever desk has a free agent, regardless of where the user is based
  2. A number of local desks, where calls to a local desk can overflow to another
  3. A system where users are answered by automated telephone systems, and choose the desk that is most appropriate to their incident
  4. A system where the users call a single service desk number, and the call is distributed to staff in second line support teams
  1. It removes the need for the Service Desk to work shifts
  2. It ensures that users can receive support 24 hours a day
  3. It enables the organization to move support from one location to another in the same time zone to reduce costs
  4. It ensures that users receive service in their own language
  1. Whatever the structure used, the user has a Single Point of Contact
  2. 2. All of the Service Desks in an organisation should share the same tools, processes and knowledge resources
  3. Neither
  1. They may speed up resolution by directing the call to the best resource to deal with it
  2. They may be unpopular with users as they may not know which option to choose
  3. They may waste time, if calls are directed incorrectly
  4. They may provide a higher skill level at first contact for specific services than the Service Desk could provide
  5. Neither
  1. The Service Desk should publicise its contact details and hours of service widely
  2. The Service Desk details should be provided only to those that require them, to prevent calls on non-IT matters being directed to the desk
  3. Neither

Dozent des Vortrages The Service Desk: Introduction and Structures

IT Training Zone

IT Training Zone

IT Training Zone is a privately owned company which concentrates on the global delivery of fully accredited online ITIL training. They offer precisely managed course production and delivery and provide flexible, anytime / anyplace access to accredited courseware - backed by knowledgeable and friendly ITIL Expert tutors and support staff.

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