Service Desk (Service Management Practices)

Question 1

Service Desk
(Service Management Practices)

Answer 1

Capture demand for incident resolution and service requests

Question 2

Service Desk work flow
(Service Management Practices)

Answer 2

1. Acknowledge
2. Classify
3. Own
4. Act

Question 3

Types of Service Desks
(Service Management Practices)

Answer 3

• Local
• Centralized
• Virtual
• Follow the sun

Question 4

Local service desk
(Service Management Practices)

Answer 4

Located within or close to the users that is serves

Question 5

Virtual Service Desk
(Service Management Practices)

Answer 5

Allows agent to work from multiple, geographically-dispersed locations

Question 6

Centralized Service Desk
(Service Management Practices)

Answer 6

Use a single location to serve all users

Question 7

Follow the Sun Service Desk
(Service Management Practices)

Answer 7

Combine two or more geographically separate locations to provide 24 hr service