What does the Service Desk do?

A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.

Which of the following activities is service level management responsible for?

The objectives of Service Level Management are to do the following: Define, document, agree, monitor, measure, report and review the level of IT services which are being provided. Make sure that the targets which are set are precise and assessable. Monitor the levels of customer satisfaction and improve them.

What information does the service desk provide to the IT management of an Organisation?

A Service Desk covers everything that’s needed for planning, deploying, managing, and improving IT services, which covers all functions in an IT organization, as well as line of business owners, contributors, and resources. And it has its own framework in ITSM and ITIL for providing those functions.

Which of the following activities is the service owner of a specific service responsible for?

For each of these services there has to be a service owner The official definition of a service owner in ITIL service management is this: the role that is accountable for the delivery of a specific IT service. The service owner is responsible for the service management of a specific service in the organization.

Which of the following are the main objectives of incident management?

Which of the following are the MAIN objectives of incident management?

To automatically detect service-affecting events.
To restore normal service operation as quickly as possible.
To minimize adverse impacts on business operations.

For which of the following is the service catalog manager responsible?

The Service Catalogue Manager is responsible for maintaining the Service Catalogue, ensuring that all information within the Service Catalogue is accurate and up-to-date.

Which of the following is a list of what the service catalog contains?

The service catalog provides end users clarity on the services offered, and typically includes the following information:

Service category.
Service description.
Service availability.
Service-specific SLAs.
Service owner.
Service costs (if applicable)

Which of the following is the primary focus of service management?

Service Management focuses on providing value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients. Is it a Service?

Which of the following is the best definition of IT service management?

“The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.” ITIL is a best practice framework that gives guidance on how ITSM can be delivered.

Which is the life cycle stage where actual value of services?

In the ITIL service lifecycle, each stage adds some value to the business involved. Service Strategy, Service Design, and Service Transition play a major role in providing value to a service, but it is only in the Service Operations stage that the actual value imparted is visible.

What is a value that is a direct result of implementing good service transition?

Which of the following is a value that is a result of implementing good service transition? Improved control of service assets and configuration.

Which is the current version of ITIL in use?

ITIL 4 – the most recent edition of ITIL – was published by AXELOS in February 2019. ITIL 4 embraces the latest trends in technologies and service management, and provides a flexible basis to support organizations as they undergo digital transformation and integrate digital technology into all areas of their business.

Which is better ITIL V3 or v4?

As mentioned earlier, ITIL v4 is an upgraded version of the ITIL V3 framework and includes improved strategic elements that provide a better alignment of the IT service management with the business requirements. The core components of this framework are the ITIL Service Value System (SVS) and the four dimensions model.

What is 3 strike rule in ITIL?

The 3 Strike Rule is to be initiated anytime a service provider is unable to move forward with the incident or request without receiving a response from the user.

What are ITIL concepts?

ITIL enables companies to achieve efficient ITSM. ITIL is a framework with a set of best practices that are adopted by businesses and individuals for business transformation and strategic IT. ITIL suggests ways to improve and optimizes resources in order to provide real value to customers.

What is severity in ITIL?

Severity measures the effort and expense required by the service provider to manage and resolve an event or incident. A number of examples illustrate this definition. The incident whose resolution requires five technicians and ten hours of work is more severe than the incident requiring 1 technician and ten minutes.

What are the different types of problem management?

These are the ITIL Problem Management sub-processes and their process objectives:

Proactive Problem Identification.
Problem Categorization and Prioritization.
Problem Diagnosis and Resolution.
Problem and Error Control.
Problem Closure and Evaluation.
Major Problem Review.
Problem Management Reporting.

What are the two major process in problem management?

Problem Management consists of two major processes:

Reactive Problem Management, which is generally executed as part of Service Operation.
Proactive Problem Management which is initiated in Service Operation, but generally driven as part of Continual service improvement (CSI).

What are the KPI’s of problem management?

KPIs Problem Management

Key Performance Indicator (KPI)	Definition
Problem Resolution Time	Average time for resolving Problems grouped into categories
Number of unresolved Problem	Number of Problems where the underlying root cause is not known at a particular time

What are the three phases of problem management?

Problem management involves three distinct phases:

Problem Identification. Problem identification activities identify and log problems by:
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Error Control.

What are 4 P’s of service strategy?

ITIL discusses at length the four “Ps” of strategy- perspective, position, plan and pattern, each of which represents a different way to approach your service strategy and not to be confused with the 4 P’s of ITIL Service Design.

What should be done for every problem?

It should be diagnosed to identify possible solutions.
It should have a workaround to reduce the impact.
It should be resolved so that it can be closed.
It should be prioritized based on its potential impact and probability.

What is the main benefit of problem management?

Problem management allows you to investigate and fix the cause of the interruption. Fix the cause and the problem goes away. Once the problem goes away, you eliminate those tickets that come into your service desk time and time again.

How do you implement proactive problem management?

The main techniques of proactive problem management include trend analysis, risk assessment, and affinity mapping. Let’s use the same example as above to demonstrate proactive problem management. The monitoring unit detects errors in the application—they aren’t causing downtime, but they may indicate problem areas.

What is known error database?

The Known Error Database is a repository of information that describes all of the conditions in your IT systems that might result in an incident for your customers and users. They search (using the “Known Error” field) and retrieve information to view the “Workaround” field.

What are the two components of known errors?

Known Errors typically have two parts. The first of these is the description of the Known Error itself, showing users or product modules and versions affected. The second is the Workaround and/or Change: Workaround – a way to bypass the fault you’ve previous described that can be used by Customers.

When should one perform Problem reviews?

There have been one or more incidents that had a significant business impact. You (or your customer) expect that there may be future repeats of the same incidents. You need to ensure that future related incidents have minimal business impact.

What is the right time to raise a known error?

As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not yet be a permanent resolution), A known error record must be raised and placed in the KEDB so that if further incidents or problems arise, they can be identified and the service restored more quickly.

At what point a problem ticket can be closed?

Incident closure An incident can be closed once the issue is resolved and the user acknowledges the resolution and is satisfied with it.