Chapter 4: The Process Component: Service Desk Processes and Procedures

Chapter 4: The Process Component: Service Desk Processes and Procedures

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

TRUE/FALSE

1. A procedure is a collection of interrelated tasks that take a set of specific inputs and produce a set of specific outputs that are of value to the customer.

ANS:  F                    PTS:   1                    REF:   114

2. Because today’s workers have a better understanding of processes than they did in the past, companies can use more complex processes today than they did in the past.

ANS:  F                    PTS:   1                    REF:   116

3. When buying service desk software, one should look at vendors who are ITIL-compliant first, as their software will most likely meet most requirements without customization.

ANS:  F                    PTS:   1                    REF:   118

4. Microsoft Operations Framework (MOF) speaks to five lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

ANS:  F                    PTS:   1                    REF:   125

5. Companies typically pick one standard or framework to use when designing and improving processes; using more than one standard or framework causes conflicts.

ANS:  F                    PTS:   1                    REF:   128