Exam 4: The Process Component: Service Desk Processes and Procedures

Many organizations define a separate set of procedures for emergency changes, which need to be implemented as soon as possible to repair errors which have a high impact on the business.

When buying service desk software, one should look at vendors who are ITIL-compliant first, as their software will most likely meet most requirements without customization.

____ is a set of international standards for quality management, and this certification has become a must for companies doing business in today's global economy.

The Change Advisory Board (CAB) supports the assessment, prioritization, authorization, and scheduling of changes.

The configuration control activity of service asset and configuration management is where the status of CIs are maintained and reported on throughout their lifecycle.

Completion -_______ is a characteristic that measures how well products or services meet customer requirements.

A ____ stores configuration records throughout their lifecycle.

Typically, the person that resolves an incident also closes the incident.

What is the service desk's role in the change management process?

Completion -_______ escalation involves management and occurs when resolving an incident is taking too long, there is contention about assignments, or vendor resources are needed.

Which technique to diagnose problems involves defining and describing the problem, establishing possible causes, testing the most probable cause, and verifying the true cause?

Since the service desk typically owns all incidents, they should be held solely responsible for effective incident management.

Microsoft Operations Framework (MOF) speaks to five lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

After an incident is escalated to level three, any and all resources needed to resolve the incident work together until a resolution is reached.

Which is true?

Typically, the service desk retains ownership of outstanding service requests.

Which is true about level one service desk analysts?

Completion -The objective of the _______ process is to restore service as quickly as possible in an effort to minimize the impact of events that affect a company's business activities.

Incident management maintains the known error database, since service desk analysts are its primary users.

Which technique to diagnose problems involves producing a fishbone or Ishikawa diagram?