ITIL-FOUNDATION · Question #400
Which of the following is an example of self-help capabilities?
The correct answer is A. Menu-driven range of facilities used to access service requests. Self-help capabilities in ITIL refer to menu-driven, user-facing tools that allow users to access services and submit requests without direct service desk interaction.
Question
Which of the following is an example of self-help capabilities?
Options
- AMenu-driven range of facilities used to access service requests
- BCalls to the service desk to register standard changes
- CA software update downloaded automatically to all laptops in an organization
- DSoftware to allow programmers to debug code
How the community answered
(43 responses)- A72% (31)
- B7% (3)
- C16% (7)
- D5% (2)
Why each option
Self-help capabilities in ITIL refer to menu-driven, user-facing tools that allow users to access services and submit requests without direct service desk interaction.
In ITIL, self-help capabilities are menu-driven interfaces that provide users with a range of facilities to access service requests and perform routine tasks independently, without contacting a service desk agent. This approach reduces service desk workload while giving users direct, immediate access to common services and information.
Calling the service desk requires human-to-human interaction and is therefore not self-help; self-help by definition operates without service desk agent involvement.
Automated software distribution pushed to all devices is an IT operations deployment process, not a user-initiated self-help capability.
Debugging tools are developer utilities for code analysis and are not self-help service access tools intended for general end users.
Concept tested: ITIL self-help service desk capabilities
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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