Question 1

____ is the process of negotiating and managing customer expectations.

Accepted Answer

A) Business relationship management 
B) Customer relationship management 
C) Service level management 
D) Contract management 
A) Business relationship management 
B) Customer relationship management 
C) Service level management 
D) Contract management

Question 2

Resetting passwords, installing pre-approved software, and providing access to an IT service are examples of ____.

Accepted Answer

A) service requests 
B) inquiries 
C) change requests 
D) incidents 
A) service requests 
B) inquiries 
C) change requests 
D) incidents

Question 3

The service desk typically has primary responsibility for service asset and configuration management activities.

Accepted Answer

A) True 
 B)False

____ is the process of negotiating and managing customer expectations.

Resetting passwords, installing pre-approved software, and providing access to an IT service are examples of ____.

The service desk typically has primary responsibility for service asset and configuration management activities.

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

The Service Desk Setting

Customer Support As a Profession

Filters

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

____ is the process of negotiating and managing customer expectations.

Resetting passwords, installing pre-approved software, and providing access to an IT service are examples of ____.

The service desk typically has primary responsibility for service asset and configuration management activities.

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

The Service Desk Setting

Customer Support As a Profession

Filters