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NEW QUESTION 35
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Answer: D
NEW QUESTION 36
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
Answer: A
NEW QUESTION 37
Identify the missing word in the following sentence.
A user is [?] that uses services.
Answer: A
NEW QUESTION 38
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Answer: A
Explanation:
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
NEW QUESTION 39
Which practice provides a communications point for users to report operational issues, queries and requests?
Answer: B
Explanation:
Explanation
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION 40
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