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?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
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The options
Not correct Assessing the risk of the change that caused the user's report
Wrong. Risk assessment is a change enablement activity, and nothing in the scenario says a change was involved.
Not correct Maintaining accurate configuration records for the affected components
Wrong. Accurate CI records belong to service configuration management. The failure described is one of ownership and communication, not of record accuracy.
Not correct Agreeing measurable service targets with the customer
Wrong. Agreeing targets is service level management's work. A breached target might be a symptom here, but the neglected activity is the desk's ownership of the contact.
Correct Providing a clear path for users to have issues acknowledged, owned, classified and actioned
Correct. The desk's value is not in recording contacts but in acknowledging them, taking ownership and keeping the user informed until they are actioned.
Why
The service desk exists to give users a clear path: report, be acknowledged, have the contact classified and owned, and see it actioned. A ticket that sits silently satisfies the logging step and none of the rest, and because the desk drives user perception of the whole provider, that silence damages far more than the single case.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- Service desks give users a clear path to report issues, queries and requests and have them acknowledged, classified, owned and actioned.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.