AEIC 325 - Final Exam

Service Requests are the same as Fulfillment Requests.

• True
• False

ITSM includes includes all the processes and activities to design, create, deliver, and support IT services.

• True
• False

In Conversational Ticketing, customer support happens in real time.

• True
• False

One of the challenges of Conversational Ticketing is keeping track of a fast-moving feed of requests.

• True
• False

Service Requests are the same as Request Fulfillments.

• True
• False

A service desk was an add-on to existing IT activities, whereas the help desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.”

• True
• False

Microsoft teams is an example of a standard ticketing application that allows support through email.

• True
• False

Problem management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized.

• True
• False

The problem manager may also delegate subtasks to other team members as they see fit.

• True
• False

Knowledge that cannot be communicated and shared with others is nearly useless.

• True
• False