ITIL ITIL Access Management & Service Desk 2 — Questions and Answers
Question 1: What is a 'Virtual Service Desk' in ITIL?
- A Service Desk staffed entirely by automated bots
- A Service Desk model where geographically dispersed staff appear to users as a single centralized desk via technology (Correct answer)
- A Service Desk located offshore in a lower-cost country
- A Service Desk that handles only virtual infrastructure incidents
Correct answer: A Service Desk model where geographically dispersed staff appear to users as a single centralized desk via technology
A Virtual Service Desk uses technology (telephony, ITSM tools, remote access) to make geographically dispersed staff appear and function as a single centralized team.
Question 2: Which metric BEST measures the efficiency of the Service Desk?
- Number of incidents escalated to second line
- First Contact Resolution (FCR) rate (Correct answer)
- Number of change requests raised
- Total number of incidents received
Correct answer: First Contact Resolution (FCR) rate
First Contact Resolution (FCR) rate measures the percentage of incidents resolved by the Service Desk without escalation, indicating its effectiveness and efficiency.
Question 3: In ITIL Access Management, what is an 'access group' or 'role'?
- A team of support staff who manage user access requests
- A collection of access rights predefined for a category of users with similar job functions (Correct answer)
- An audit log of all access changes made to a user account
- A report of unauthorized access attempts
Correct answer: A collection of access rights predefined for a category of users with similar job functions
An access group or role is a predefined collection of rights assigned to users with similar job functions, simplifying access provisioning and management.
Question 4: What action should Access Management take when a user leaves the organization?
- Suspend the account temporarily pending review
- Immediately revoke all rights and remove or disable the user's access (Correct answer)
- Archive the user's access rights in the KEDB for future reference
- Transfer the user's rights to their replacement
Correct answer: Immediately revoke all rights and remove or disable the user's access
When a user leaves, Access Management must immediately revoke and remove all rights to prevent unauthorized access to services.
Question 5: What is the primary benefit of a 'Specialized Service Desk' structure?
- It reduces the number of incidents raised by users
- It provides deep technical expertise for specific technologies or user groups (Correct answer)
- It eliminates the need for escalation to higher-tier support
- It ensures 24/7 coverage without overtime costs
Correct answer: It provides deep technical expertise for specific technologies or user groups
A Specialized Service Desk provides deep technical expertise for specific technologies, platforms, or user communities, improving first contact resolution for complex issues.
Question 6: Which ITIL term describes the collection of all rights, profiles, and roles assigned to a specific user?
- Access profile (Correct answer)
- Service request
- Identity record
- User entitlement matrix
Correct answer: Access profile
An access profile (or service profile) is the complete collection of rights and roles assigned to a specific user or group of users.
ITIL ITIL Access Management & Service Desk 2
What is a 'Virtual Service Desk' in ITIL?