Which of these options is NOT likely to be a role of the Service Desk?

To balance support expenses to keep IT support performing at the optimum levels of quality and cost effectiveness
To integrate support goals with business goals
To provide individual and personal IT support to each business user
To report on service breaches and their reasons

Answer(s): C

You are explaining the role of the Service Desk to your new analysts.
Which of these options best describes one of the key requirements?

The Service Desks role is to provide a high-quality service promptly and consistently
The Service Desks role is to resolve users Problems and record all Change Requests
The Service Desks role is to initiate other support teams into the Standard Operating Procedures of the Service Desk
The Service Desks role is to act as a single point of contact for all organisational enquiries

Answer(s): A

Which of these options is NOT a responsibility of the Service Desk?

Developing and implementing Service Desk goals that integrate with business objectives
Representing the IT organisation to its users
Maintaining the highest level of productive IT time for users in accordance with the SLA
Providing the user with root cause analysis for Incidents resolved at first level

Answer(s): D

Which option is a clear objective of having a Service Desk mission statement?

Answer(s): D

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