service desk

Question 1

What is meant by first contact resolution?

Accepted Answer

B) Resolving an issue with the first interaction

Question 2

What is the primary purpose of a service desk?

Accepted Answer

single point of contact for users to report issues and request services

Question 3

Prioritization of tickets is based on the urgency and impact of the reported issue.

Accepted Answer

True

Question 4

Which tool is commonly used by service desks to track and manage tickets?

Accepted Answer

C) Ticketing system

Question 5

It is acceptable for service desk agents to provide inconsistent responses to users as long as their intent is good

Accepted Answer

False

Question 6

Understanding user business needs is an important aspect of effective service desk operations.

Accepted Answer

True

Question 7

Service desks only handle technical issues and not general inquiries.

Accepted Answer

False

Question 8

What does SLA stand for in the context of service desks?

Accepted Answer

Service Level Agreement

Question 9

The ITIL (Information Technology Infrastructure Library) framework provides best practices for service management.

Accepted Answer

True

Question 10

Which of the following is NOT typically a responsibility of a service desk?

Accepted Answer

C) Software development

Questions 10