Most users contact the service desk through self-service portals for common requests like access to resources. This method is efficient and widely used for predefined, low-complexity tasks.
Most users contact the service desk through self-service portals for common requests like access to resources. This method is efficient and widely used for predefined, low-complexity tasks.
The term "Problem" is not to be confused with running into a problem, therefor a user will not report a problem, he will report an incident that will escalate to a problem. Hence its C
Since it is "To request access to a resource via a self-service portal " --> so, it is self service no need to contact service desk.
On the other hand, if there is an issue with the mobile app, yes they contact the service desk. Therefore, correct answer may be B.
problem: A cause, or potential cause, of one or more incidents. Users do not report problems to the service desk, they report incidents or requests so the answer is C.
It is C:
You do not report a problem, just incidents and service requests. A problem is the root cause of an incident.
You contact the service desk to request access to a ressource e.g. to solve an incident or an service request.
The key point here is what most likely to cause you to contact the service desk? You contact service desk because you encountered a problem/issue that you cannot resolve.
The method you use is secondary.
B is the correct answer.
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