Why and how is a user MOST LIKELY to contact the service desk?
Why and how is a user MOST LIKELY to contact the service desk?
A user is most likely to contact the service desk to report an issue they are experiencing. Reporting problems, or issues, often needs direct communication for immediate support, and a mobile app is a common tool used for users to report such issues. Requests for access to resources via a self-service portal are typically handled through automated systems and do not usually require the direct intervention of the service desk.
Users directly communicate to service desk if they encounter a problem. Asking for a service (access to file) is done through service request.
absolute nonsense question...... probably the worst one yet
I say it is A
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.
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
A is incorrect because the cause of an incident = problem and the service desk doesn't typically handle problems. B is incorrect because they use the word problem, not incident and the service desk typically doesn't handle a problem. D is incorrect because the service desk doesn't handle emergency changes.
not bad explanation but i think that in this case reporting problem does not refer uniquely to a problem but problems like issues they have - if you don't have access to something (which is done over service request) that is problem and can prevent you from doing your work properly. Further more reporting interruption of service is also problem (even tho in this terminology we'd say incident)
I disagree, they could have used a word like issue but they specifically chose problem as in the cause of one or more incidents. Therefore it has to be 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.
consider it's service, dan by portal.
Clearly defined purpose based on the book
It has to be C. Who uses a mobile app to report problems? Even if they have a mobile app you use that to report a incident not a problem.
Automation is increasing and that is the trend service desk is likely to follow
Requesting access for something is done over Service request therefore this will exclude C and left B as correct
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.
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.
C. a service request
C only one to make sense... the why.. to request access to a resource... the how... via a self service portal (:
C. To request access to a resource via a self-service portal