ITIL · 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 are designed to allow users to resolve issues or submit requests without contacting the service desk, so requiring a service desk call is the direct opposite of self-help.
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
(49 responses)- A86% (42)
- B8% (4)
- C4% (2)
- D2% (1)
Why each option
Self-help capabilities are designed to allow users to resolve issues or submit requests without contacting the service desk, so requiring a service desk call is the direct opposite of self-help.
Requiring users to always call the service desk directly contradicts the purpose of self-help, which is to provide users with tools to resolve issues and make service requests independently. Self-help removes the dependency on direct human service desk interaction, so mandating a call eliminates the self-help model entirely.
Menu-driven ranges of self-service and service requests are a standard self-help capability that allows users to raise and manage requests without service desk involvement.
A web front-end is a classic self-help channel enabling users to log incidents, check status, or request services via a browser without calling the service desk.
A direct interface into back-end process handling software enables automated fulfillment of requests, which is a core component of self-help service delivery.
Concept tested: ITIL self-help service desk capabilities and purpose
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