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AEIC 325 - Final Exam

Authored by Pau Jaso

Computers

University

Used 5+ times

AEIC 325 - Final Exam
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51 questions

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1.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

Service Requests are the same as Fulfillment Requests.

True
False

2.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

True
False

3.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

In Conversational Ticketing, customer support happens in real time.

True
False

4.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

True
False

5.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

Service Requests are the same as Request Fulfillments.

True
False

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

7.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

True
False

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