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ITIL :: View topic - ITIL V2 Exam question
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ITIL V2 Exam question

 
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Steeley
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PostPosted: Sat Oct 20, 2007 12:55 am    Post subject: ITIL V2 Exam question Reply with quote

I just took my V2 exam, and we had a few very dodgy questions! One of them was referring to the responsibilities of the Service Desk: part of one of the answers suggested that the Service Desk accept RFCs from USERS (and passing them onto the Change Manager). What are your thoughts? It was quite misleading, as I know that the Change Manager takes RFCs from the Business etc, but I'm not too sure whether the change manager should take them from users, Logic says that this is the role of the Service Desk as the front line contact for Users.
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UKVIKING
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Joined: Sep 16, 2006
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PostPosted: Sat Oct 20, 2007 2:00 am    Post subject: Reply with quote

Steeley

The Service Desk is the ONLY point of contact that should be dealing with customers & users.

A Request for Change can come from the Service desk especially for the customer/user
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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andy1971
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PostPosted: Sat Oct 20, 2007 7:45 am    Post subject: Reply with quote

My answer is not necessarily based on ITIL, but my personal experience.

I always feel uncomfortable that the business understand the IT infrastructure to the extent that they know what constitutes a change request. I prefer the business to request a 'work' request, with work being a requets for IT time and effort. The end result of this may be a change request....but it may be something else...a change to procedure, a change to documentation or something else.
I want my customers to describe a change to the business functionality, and IT will determine how this will be delivered. It gives IT the control to analyse and scope the change, instead being presented with a fait accompli (sp?)
A small difference, but I feel a significant one.
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RobRoy47
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PostPosted: Sat Oct 20, 2007 10:48 pm    Post subject: Answer Reply with quote

I teach foundations on occasion, and when I get to the Service Desk, I stamp my foot three times and say - "All Requests for IT come through the Service Disk."
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Steeley
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PostPosted: Sun Oct 21, 2007 7:37 pm    Post subject: Reply with quote

Thanks all, at least that's one question that I got right!
Laughing
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stigger
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Joined: Oct 30, 2007
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PostPosted: Tue Oct 30, 2007 11:03 pm    Post subject: IT Service Managment exam Reply with quote

Hi You

I'm looking for IT Service Managment exams to train. I'm doing the exam in December but it's very hard to deal with.
Do you know where I can get some? I need it in German !!!

It would be very helpful to me.

Thanx Very Happy
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Steeley
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PostPosted: Wed Nov 07, 2007 11:44 pm    Post subject: Reply with quote

Hi Stigger, No idea I'm afraid. All I can suggest is the obvious, Google It!
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Steeley
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PostPosted: Thu Nov 08, 2007 12:23 am    Post subject: ITIL-F Pass Reply with quote

I had nothing to worry about, I passed my Foundation. Now for the Configuration, Change and Release combined Practitioners course!
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UKVIKING
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Location: London, UK

PostPosted: Thu Nov 08, 2007 6:02 am    Post subject: Reply with quote

Good luck.

Are you taking a combined course or one of each ?
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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