Answer is D
Service Desk provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
Since service requests are pre-defined and pre-agreed as a normal part of service delivery, they can usually be formalized, with a clear, standard procedure for initiation, approval, fulfilment, and management
D. Acknowledge, classify, own
The service desk acknowledges the receipt of issues, queries, and requests, classifies them to understand the nature and urgency, and takes ownership to ensure they are addressed appropriately.
I initially thought D but the question revolves around requests and Service requests are usually formalized using standard procedures for initiation, approval and fulfilment therefore C is correct.
Someone knows why is C? I am trying to understand why.
Trying to understand I have broken into pieces below:
Initiate = Maybe because is the first contact.
Approve = Approve the support entry.
fulfill = Because attended the demand
Someone can help with explanation? Because in my opinion, D makes more sense.
5.2.14 / pg. 149
Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned. How this practice is managed and delivered may vary from a physical team of people on shift work to a distributed mix of people connected virtually, or automated technology and bots. The function and value remain the same, regardless of the model.
What book is this from? I am new here.
Also, do all of these sites give a bunch of wrong answers? I've got a test exam with 418 questions in it and I keep finding wrong answers!
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