Question 1

Which of the following describes the purpose of the service desk practice desk practice?

Options :

A : To ensure that the demand for incident resolution and service requests is captured

B : To ensure that user queries are captured, validated, and triaged for further processing

C : To create and maintain a healthy work culture in the service desk team

D : To provide a dedicated team to acknowledge and record user impacting incidents

Answer: A

Question 2

A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?

Options :

A : Use machine learning to detect event patterns

B : Ensure decentralized monitoring across the technical teams

C : Use artificial intelligence to make sense of ambiguous events

D : Define a strategy for monitoring and event management

Answer: D

Question 3

Which activity of the ‘service desk optimization’ process considers information about major incidents and disasters?

Options :

A : Service desk improvement initiation

B : Service desk improvement communication

C : Triage the user query and initiate the appropriate activities

D : Service desk review

Answer: D

Question 4

Which of the following roles is typically the request initiator in the service request management practice?

Options :

A : Technical specialist

B : Any user or authorized user representative

C : Product Owner

D : Service owner

Answer: B

Question 5

The request catalogue is a part of what other source of information?

Options :

A : The service desk

B : Service level agreements

C : The service catalogue

D : Service request models

Answer: C