ITIL-FOUNDATION · Question #403
Which of the following is NOT an example of Self-Help capabilities?
The correct answer is A. Requirement to always call the service desk for service requests. Self-help capabilities allow users to resolve issues or submit requests independently, without requiring contact with the service desk.
Question
Which of the following is NOT an example of Self-Help capabilities?
Options
- ARequirement to always call the service desk for service requests
- BMenu-driven range of self help and service requests
- CWeb front-end
- DA direct interface into the back end process handling software
How the community answered
(21 responses)- A95% (20)
- C5% (1)
Why each option
Self-help capabilities allow users to resolve issues or submit requests independently, without requiring contact with the service desk.
Requiring users to always call the service desk is the direct opposite of self-help - it mandates human intermediary involvement and eliminates any self-service capability. Self-help is specifically designed to let users bypass the service desk for routine requests and issues, so making calls mandatory defeats the purpose entirely.
A menu-driven self-service interface is a textbook example of self-help, enabling users to browse options and submit requests without contacting the service desk.
A web front-end portal is a standard self-help channel through which users can log incidents, check status, and submit service requests online without calling the desk.
A direct interface into back-end process handling software is a self-help mechanism that automates fulfillment without requiring service desk agent intervention.
Concept tested: ITIL self-help service desk channel capabilities
Topics
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