6.7 Describe the service desk practice (single point of contact, organizational forms) — ITIL4-FND

Part of domain 6.0 ITIL management practices of the ITIL 4 Foundation — Full Mock Exam No. 1 exam.

Other objectives in this domain

• 6.1 Recall the purpose of the other ITIL practices (incl. monitoring and event management, service configuration management, supplier management, release management, deployment management, IT asset management, information security management, relationship management)
• 6.2 Recall the definitions of key terms: IT asset, event, configuration item, change, incident, problem, known error
• 6.3 Describe the continual improvement practice (improvement register, model, everyone's contribution)
• 6.4 Describe the change enablement practice (purpose, change types, change authority)
• 6.5 Describe the incident management practice (purpose, impact/urgency prioritization, incident models)
• 6.6 Describe the problem management practice (purpose, phases, known errors, workarounds)
• 6.8 Describe the service level management practice (SLA, outcome-based measures, 'watermelon' effect)
• 6.9 Describe the service request management practice (request models, fulfilment)