ITIL · 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 technology that allows users to fulfill their own needs via a menu-driven or web interface, without direct Service Desk interaction. Choice A is the only option that matches this definition.
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
(17 responses)- A88% (15)
- C6% (1)
- D6% (1)
Why each option
Self-help capabilities in ITIL refer to technology that allows users to fulfill their own needs via a menu-driven or web interface, without direct Service Desk interaction. Choice A is the only option that matches this definition.
ITIL describes self-help as a range of menu-driven or web-based facilities that enable users to log service requests, access knowledge articles, or perform routine tasks without contacting the Service Desk directly. This reduces demand on the Service Desk and empowers users to help themselves, which is the defining characteristic of self-help capability.
Calling the Service Desk to register a change requires direct human interaction with support staff and is the opposite of self-help.
Automatic software deployment to all laptops is an automated change or patch management activity, not a self-help capability available to individual users on demand.
Debugging tools for programmers are development utilities, not self-help capabilities in the ITIL service management context.
Concept tested: ITIL self-help capabilities for Service Desk
Source: https://www.axelos.com/resource-hub/glossary
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