Which practice provides a single point of contact?
Which practice provides a single point of contact for users? Options are : Change enablement. Service desk (Correct)
What is single service desk?
Service Desk can be defined as a Single Point of Contact (SPOC) between an organization and its employees, customers, as well as business partners. They handle a wide range of service requests- right from technical issues faced by individuals to system outages that impact the entire organization.
Which one of the following is a type of service desk defined in ITIL?
Service Desk types by service provided Help Desk – receives calls and/or emails, and tries to resolve incidents. Help Desk doesn’t handle service requests (e.g. account creation, etc.). Service Desk – receives and resolves incident reports, service requests, and requests for information.
What are two types of service desk?
Types of Service Desk
- Local Service Desk. Located within or physically closure to the end user community that it serves.
- Centralized Service Desk.
- Virtual Service Desk.
- Specialized Service Desk.
What are the ITIL guiding principles used for?
Altogether, the guiding principles embody the core messages of ITIL and service management in general. They can be used to guide organizations as they ‘adopt’ a service management approach and ‘adapt’ ITIL guidance tailored to the organization’s specific needs and circumstances.
Which role submits service requests ITIL?
Which role submits service requests? Options are : The supplier, or their authorized representative. The customer, or their authorized representative.
What is difference between service desk and helpdesk?
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).
How does a virtual service desk operate?
Virtual service desks function with the help of IT self-service portals and cloud-based ITSM software, which acts as a single point of contact. Through an employee self-service portal, users can submit tickets and requests which are then routed to agents manning the virtual service desk.
What is ITIL Foundation?
ITIL Foundation is a certification based on ITIL practices for IT Service Management. The Foundation certification aims to give professionals an understanding of the guidelines and framework.
What is the difference between helpdesk and service desk?
What is virtual service desk in ITIL?
In simpler terms: a virtual service desk is comprised of humans, while a virtual agent or chatbot is a non-human helper. Virtual service desks function with the help of IT self-service portals and cloud-based ITSM software, which acts as a single point of contact.
What are the 7 guiding principles of ITIL?
Progress iteratively with feedback. Collaborate and promote visibility. Think and work holistically. Keep it simple and practical.