Which of these is NOT a recognised Service Desk structure? A Remedial Service Desk B Virtual Service Desk C Local Service Desk D Central Service Desk Answer: A 28. D. Never. 6.2.3 Service Desk organizational structure There are many ways of structuring Service Desks and locating them – and the correct solution will vary for different organizations. The Service Desk staff can’t be appointed by a normal day / night routine, as “day” in this case lasts for a full 24 hours. 27. 1. The wording of SLAs and OLAs should be: A. Remedial Service Desk. Virtual service desk 3. C. If the person reporting the incident is very senior. Which of these is NOT a recognised Service Desk structure? Desktop specialists trained in the care and feeding of computers would rather be out at the customer's desk touching the problem not helping people change a password over the phone. A All four B 1&2 C 3&4 D 1, 2 &3 27. B. Virtual Service Desk C. Local Service Desk D. Central Service Desk 28. C. Local Service Desk. 1, 2 and 4 only B. A Remedial Service Desk B Virtual Service Desk C Local Service Desk D Central Service Desk 28. Which of the following service desk organizational structures are described in service operation? Which of the above should be available to the Service Desk? The wording of SLAs and OLAs should be: A Technically focused, so that they may be understood by IT professionals Service register ... A. BRM focuses on the relationship with users through the service desk Virtual B. Matrix C. Follow the sun D. Local. A. 2, 3 and 4 only C. 1, 3 and 4 only D. 1, 2 and 3 only Service Desk as cost center – model in which Service Desk operates under a budget, and is considered to be a cost (or expense) to the company. The wording of SLAs and OLAs should be: A. Technically focused, so that they may be understood by IT professionals B. A. Remedial Service Desk B. A Remedial Service Desk B Virtual Service Desk C Local Service Desk D Central Service Desk 28. Which of the following is not a service desk structure described in ITIL? A. Service Desk types by business model. A. 39. At what point does an Incident turn into a Problem? Which of these is NOT a recognised Service Desk structure? Virtual Service Desk. Which of these is not a recognized output document from the change management process? IT help desk 4. A All four B 1&2 C 3&4 D 1, 2 &3 27. You can also use the service desk interaction with the customer to … A. Local service desk 2. The service desk is not responsible for which of the following? Which of these is not part of the structure of the service portfolio? Which of the above should be available to the Service Desk? When it is a Major Incident. 38.Which of these is NOT a recognised Service Desk structure? The wording of SLAs and OLAs should be: Which of these is NOT a recognised Service Desk structure? Follow the sun A. Which of these is not a recognized type of service according to ITIL? B. D. Central Service Desk . When it is urgent. As the service desk is really the interface between the customer and these IT processes, the cleaner and more direct the service desk mesh the better the customer experience and the engineering result.
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