Authorisation routes and what a service desk is
Lesson 7 of 12 in objective 7. Seven ITIL practices in detail, part of ITIL 4 Foundation.
- Objective
- 7. Seven ITIL practices in detail
- Share of the exam
- 47.5% (the whole objective)
- Questions in this lesson
- 5
- Signed for by a person
- 0
Partly checked. None of the 5 questions here has been read against the cited source by a person. 5 questions have been checked against their cited clause by an automated pass — which is not the same thing, and is not a signature.
Only questions a person has signed for are used in mock exams here. That is the whole difference between the two kinds of checking above.
Questions in this lesson
- An organisation is deciding which authorisation route a proposed change should take. What primarily determines that routing? machine-checked
- An organisation closes its single co-located help desk and instead staffs the function from three countries, with every contact arriving through one shared tool alongside a chatbot. A manager claims the organisation therefore no longer has a service desk. Is that right? machine-checked
- A manager argues that since the service desk logs and resolves incidents, the organisation does not need a separate incident management practice. Why is this reasoning wrong? machine-checked
- When recruiting service desk staff, which capability set should be prioritised? machine-checked
- An organisation adds a self-service portal and a chatbot alongside its existing telephone service desk. What is the correct way to describe this? machine-checked
Drill this lesson
A lesson is one sitting: the trainer draws a short run from these questions alone and spaces the ones you get wrong.
Practise Authorisation routes and what a service desk is
The rest of objective 7
- Incident management, priority and major incidents
- Incident records, escalation and service requests
- Requests versus incidents, and finding problems
- Workarounds, known errors and problem control
- Change enablement and the three types of change
- Change authorities and the change schedule
- Authorisation routes and what a service desk is — you are here
- Service desk channels and user experience
- Service level agreements and honest targets
- Measurement, engagement and underpinning agreements
- Continual improvement and its model
- Who improves, which principles apply, and the value chain