Service desk channels and user experience
Lesson 8 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
- 4
- Signed for by a person
- 0
Partly checked. None of the 4 questions here has been read against the cited source by a person. 4 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
- Why is the service desk described as having a major influence on user experience and on how the service provider is perceived? machine-checked
- After introducing a self-service portal and a chatbot, an organisation finds that far fewer contacts now reach a human service desk agent. The finance director proposes replacing the experienced agents with junior staff. What is the strongest ITIL-based objection? machine-checked
- Which statement best describes how the service desk relates to other practices? machine-checked
- A service desk logs a user's report, then leaves it untouched for three days without acknowledgement or update. Which aspect of the practice has been neglected? 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 Service desk channels and user experience
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
- Service desk channels and user experience — you are here
- 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