ITPEC IP October 2024 Question 60
Which of the following is an appropriate purpose of providing FAQ to users in IT service management?
Explanation
Supporting users so they can solve problems by themselves — an FAQ is self-help content.
An FAQ publishes answers to the questions users ask most often, so they can resolve common issues without contacting the service desk. Users get answers faster, and the desk receives fewer repetitive queries, leaving it free for problems that need a person.
Answer (d)
Why not others:
- •(a) — a framework for IT service management is provided by guidance such as ITIL, not by an FAQ
- •(b) — service-level targets agreed by the provider and users are set in an SLA
- •(c) — the single point of contact for all queries is the service desk
Key rule: FAQ means self-service, SLA means agreed service levels, the service desk is the single point of contact, and ITIL is a framework.
Service Management · AI-written, may contain errors
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