ITIL ITIL-4-Foundation Based on Real Exam Environment

Service desks provide a variety of channels for access including:

• Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
• Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
• Chat, through live chat and chatbots.
• Email for logging and updating, and for follow-up surveys and confirmations.
• Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence).,
• Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
• Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.

Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption;

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization

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The Obtain/Build activity is responsible for ensuring that all service components are available when and where needed, and that they meet the agreed specifications.

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