PeopleCert · ITIL 4 Foundation
Service desk and service requests
ITIL 4 Foundation · Lesson 13 of 14 · 1:40:16
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In this lesson
Prepare for the ITIL 4 Foundation exam. In this lesson: the service desk (single point of contact, channels, the virtual service desk, and the skills that it needs) and service request management (what a service request is, standardized and automated requests, workflows, and approvals). Includes three original practice questions, with Wrenfield Water, a fictional water company, as the example.
Preview the topics
- Wrenfield’s service desk staff work from three different towns and from home, but customers see a single desk, with one number and one queue. What is this?
- A Wrenfield agent hears that the billing team cannot send any invoices on the last day of the month, and treats the call as urgent, because they know what the end of the month means for that team. Which skill is the agent using?
- A new Wrenfield employee asks for a laptop through the portal, their manager approves it in one click, and the laptop is ready in three days, as the portal promised. Which practice is this?