ITIL 4 Practitioner: Service Desk

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Q_01 domain/d1 · medium single discuss →

A new IT manager is describing the fundamental purpose of the Service Desk to the executive team. Based on the Service Desk practice key concepts, which statement best captures its core role within the service provider organisation?

A It serves as the central point of contact between the service provider and the users, facilitating effective communication
B It plans and manages the full lifecycle of all IT assets to maximise value and control costs
C It makes new and changed services available for use in line with organisational policies
D It provides practical guidance on the processes and activities of problem investigation

Q_02 domain/d1 · medium single discuss →

A Service Desk team lead wants to measure how well the Service Desk is meeting organisational and user needs. According to the Service Desk practice, which concept is described as essential for measuring the effectiveness of the Service Desk?

A Practice success factors and key practice metrics
B The ITIL Capability model criteria alone
C The number of partners and suppliers engaged
D The pricing tier of the certification course

Q_03 domain/d1 · medium single

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Q_04 domain/d1 · medium single

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ITIL 4 Practitioner: Service Desk

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