ITPEC IP October 2024 Question 60
ITPEC IP October 2024 — Question 60 of 100
Providing an FAQ helps users solve common problems by themselves. A well-maintained list of frequently asked questions gives direct answers and procedures for recurring issues, making support available without waiting for an agent. This can shorten resolution time and reduce repetitive contacts to the service desk while preserving escalation paths for unresolved cases.
Answer (d)
Why not others:
- (a) an IT service management framework is supplied by guidance such as ITIL, not by an FAQ
- (b) agreed service-level targets belong in an SLA or related service-level documentation
- (c) a service desk provides the single point of contact; an FAQ is a self-service knowledge resource
Key rule: FAQ content enables user self-service by documenting reliable answers to common questions and problems.
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