Free Preparation Discussions
MENU
PeopleCert ITIL 4 Foundation Exam - Topic 4 Question 60 Discussion
Topic #: 4
Which practice ensures that a variety of access channels are available for users to report issues?
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence).,
Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/
Pura
10 months agoKristeen
10 months agoElza
10 months agoDelisa
10 months agoGenevieve
10 months agoMira
11 months agoJani
11 months agoMike
11 months agoTwana
11 months agoRessie
11 months agoAfton
11 months agoMarjory
11 months agoGerman
11 months ago