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Service Desk Operations Quiz

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1. Which of the following best describes the primary function of a service desk?

2. What is the purpose of a ticketing system in a service desk environment?

3. Which ITIL process focuses on reducing the impact of incidents that cannot be prevented?

4. In the context of service desk operations, what is a 'service request'?

5. Which metric is most important for measuring the performance of a service desk?

6. How does knowledge management benefit service desk operations?

7. What role does the service level agreement (SLA) play in service desk operations?

8. Which of the following is a common challenge faced by service desks?

9. What is the importance of categorizing incidents at the service desk?

10. How does effective problem management within the service desk contribute to IT service performance?