C. To trace the cause of incidents. Which of the following BEST describes the purpose of Event Management? Answer : 1. Which of the following statements BEST describes the role of the Service Desk as the single point of contact? The following are some of the main options chosen when implementing a Service Desk function: Local Service Desk. To function as the first point of customer contact. 3. All requests, such as Incident, Service Requests and service Level Requirements from users and customers must pass through the Service Desk. B. Consider the following statements: 1. c) A Service Desk that is situated in the same location as the users it serves. Which of the following BEST describes a known error? A change of state that has significance for the management of an IT service or other CI. Any request or demand that is entered by a user via a Self-Help web-based interface. This may aid in communication and give the Service Desk a visible presence which some users may like. C. Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting D. Which of the following best describes a Service Request? To investigate the cause of disruptions for the customer. Which statement describes a Service Desk activity? b) A Service Desk where analysts only speak one language. A. c) A Service Desk that is situated in the same location as the users it serves. A request from a User for information, advice or for a Standard Change. 1. a. b) A Service Desk where analysts only speak one language. A problem that has a documented root cause and a workaround. Question 37: Which of the following best describes the goal of Service Level Management? b. The desk is co-located within or physically close to the user community it serves. B. A. A. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place C. The desk provides 24 hour global support D. Which of the following BEST describes a Virtual Service Desk structure? Which of the following BEST describes a Local Service Desk structure? Implementing the right IT service desk software can make all the difference between a service desk that successfully serves - and one that doesn’t. 4. Which of the following is the BEST description of a Centralized Service Desk? Answer: A 3. 2. a) A Service Desk that also provides onsite technical support to its users. "A dedicated number of staff handling Incidents and service requests" Explanation : Answer: A) A dedicated number of staff handling Incidents and service requests Explanation: A dedicated number of staff handling Incidents and service requests best describes a Service Desk. a) The ability to detect events, analyse them and determine the appropriate control action b) The ability to coordinate changes in events c) The ability to monitor and control projected service outages d) The ability to report on success of all batch processing jobs Question 10 A. Which of the following BEST describes a Local Service Desk structure? a) A Service Desk that also provides onsite technical support to its users. To best position your organization’s service desk for success, you'll need a software solution capable of handling your … A measure of the effect of an incident, problem, or change on business processes. Which of the following best describes why an SLA should contain definitions of terms? 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