ITPEC IP April 2019 Question 61
ITPEC IP April 2019 — Question 61 of 100
An FAQ helps users solve common problems by themselves. Publishing frequently asked questions and proven answers provides quick self-service, reduces repeated inquiries to support staff, and makes guidance consistently available.
Answer (d)
Why not others:
- an IT service-management framework is provided by guidance such as ITIL
- service-level targets are agreed in an SLA
- a single point of contact for inquiries is the role of a service desk
Key rule: FAQ and knowledge-base content enable self-service; the service desk remains the contact point for issues that users cannot resolve.
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