Skip to content

Kunderne siger
Downloads

Eventkalender
Ydelser
- Kurser
  - IT Service
  - Kundeservice
- Konferencer
- Seminarer
- Webinarer
- Rådgivning
- Netværk
Om Peopleteam
Kontakt os
Tilmeld nyhedsbrev

Hjem » Service request management

Kursuskatalog

Find hele vores udbud af kurser i vores kursuskatalog. Hent det her:

Kursuskatalog 2021

Sidste nyt!

Opgradér dit ITIL v3 Expert certifikat til ITIL 4

KPI’er uden vandmeloner i kundecenteret og IT Supporten – øg din performance i kundekontakten

ITIL® 4 Foundation – Personal Study – ITIL 4, når det passer dig

Danmarks største kundeservice-konference

Få adgang til optagelsen af tidligere afholdte webinarer

Opgradér dit ITIL v3 Expert certifikat til ITIL 4

Beskyttet: Service request management

Dette indhold er adgangskodebeskyttet. For at se det, indtast venligst din adgangskode nedenfor:

Adgangskode:

Time limit: 0

Quiz Summary

0 of 6 questions completed

Spørgsmål:

1
2
3
4
5
6

Information

You have already completed the quiz before. Hence you can not start it again.

Quiz is loading…

You must sign in or sign up to start the quiz.

You must first complete the following:

Resultat

Quiz complete. Results are being recorded.

Resultat

0 of 6 questions answered correctly

Your time:

Tiden er gået

You have reached 0 of 0 point(s), (0)

Earned Point(s): 0 of 0, (0)
0 Essay(s) Pending (Possible Point(s): 0)

Kategorier

Practices – service request management 0%

1
2
3
4
5
6

Besvaret
Review

Question 1 of 6

1. Spørgsmål
What is the purpose of the service request management practice?
- To minimize the negative impact of requests by restoring normal service operation as quickly as possible
- To ensure that only the most important requests are being handled in an effective and user-friendly manner
- To approve all requests as quickly as possible
- To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Rigtig

Forkert
Question 2 of 6

2. Spørgsmål
Which of the following is NOT a service request management guideline?
- The steps to fulfil the request should be well-known and proven
- Some service requests can be completely fulfilled by automation and self-service
- A limited number of workflow models will improve both efficiency and maintainability
- The service provider should only communicate the status of the request to the management
Rigtig

Forkert
Question 3 of 6

3. Spørgsmål
Which of the following are service request management recommendations?
1. Standardize and automate
2. Limit approvals and define authorization levels
3. Use the same procedures for handling incidents and service requests
4. Continually identify improvements
- Only 1, 2 and 4
- Only 2, 3 and 4
- Only 1, 2 and 3
- Only 1, 3 and 4
Rigtig

Forkert
Question 4 of 6

4. Spørgsmål
Which of the following is NOT an example of a service request?
- A manager requests a laptop for her new employee
- A user compliments the service delivered by service desk
- A user reports a malfunctioning printer
- A user requests access to an application
Rigtig

Forkert
Question 5 of 6

5. Spørgsmål
What is the definition of a service request?
- A request from a customer about a new service that needs to be developed
- A change of state that needs to be authorized by a representative
- A request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery
- A request from a user initiates a service action that has not yet been approved by management
Rigtig

Forkert
Question 6 of 6

6. Spørgsmål
Which of the following is statements about service requests are CORRECT?
1. A service request is just an incident that has not yet been escalated
2. Requests can be asking for something
3. Requests are often standard changes
4. Complaints and praise are also handled as requests
- All of the above
- Only 2, 3 and 4
- Only 1, 3 and 4
- Only 2 and 3
Rigtig

Forkert

Se flere indlæg

Peopleteam ApS
World Trade Center, Borupvang 3
2750 Ballerup

© 2015 Peopleteam
Copyrights og trademarks
Kontakt os

CVR 38211994
Nordea Bank 2622 4391905512
Generelle betingelser

· © 2015 Peopleteam ·