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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.
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!
B. Diagnose, investigate, resolve.
When issues, queries, and requests are reported to a service desk, the standard process involves diagnosing the problem, investigating the root cause, and then working to resolve the issue or fulfill the request.
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