Technology & Digital Tools Flashcards

Which technology enables service desk analysts to take control of a user's computer remotely to diagnose and fix issues?

Answer: Remote desktop / remote control software

Remote desktop or remote control software allows analysts to view and control a user's screen over a network to troubleshoot and resolve issues without being physically present.

What is the main advantage of using a cloud-based ITSM platform over an on-premise solution?

Answer: Cloud ITSM offers faster deployment, scalability, and lower upfront hardware costs

Cloud-based ITSM platforms can be deployed quickly, scale with demand, and eliminate the need for significant upfront hardware investment or ongoing infrastructure maintenance.

In service desk operations, what is the purpose of an 'omnichannel' support approach?

Answer: Providing consistent service across multiple communication channels such as chat, email, phone, and self-service

Omnichannel support ensures customers receive a seamless and consistent experience whether they contact the service desk via phone, email, live chat, self-service portal, or social media.

Which ITSM process uses a calendar-based system to schedule and approve changes to IT infrastructure?

Answer: Change Management with a Forward Schedule of Change (FSC)

Change Management uses a Forward Schedule of Change (FSC) to plan and communicate upcoming changes, helping to reduce conflicts and minimize service disruption.

What is a 'virtual agent' or 'chatbot' primarily used for in a service desk context?

Answer: Automated first-line support to handle common queries and deflect tickets from human agents

Virtual agents and chatbots handle routine, high-volume queries such as password resets and FAQs automatically, freeing human analysts to handle more complex issues.

Which type of monitoring tool proactively detects IT infrastructure issues before users are impacted?

Answer: IT infrastructure monitoring and alerting tool

IT infrastructure monitoring tools continuously check the health of servers, networks, and applications, generating alerts when anomalies are detected before they cause user-facing outages.

A company wants to allow users to reset their own passwords without contacting the service desk. Which technology solution should be implemented?

Answer: Self-Service Password Reset (SSPR) portal

A Self-Service Password Reset (SSPR) portal lets users verify their identity and reset their own passwords, significantly reducing one of the most common service desk ticket types.