Practice Quiz

IT Service Management Foundation Practice Test

Category - ITIL

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Which of the following definitions best describes the Call Centre service desk type?
  1. Moderate first-time resolution rate
  2. High first-time resolution rate
  3. Low fist-time resolution rate
  4. A wide variety of services offered
Explanation
Answer: B - High first-time resolution rate best describes the Call Centre service desk type.

Key Takeaway: A service desk type is referred to by its skill level and first-time resolution rate. A Call Centre is also characterized by a high call volume. A Help Desk service desk type has a moderate first-time resolution rate and handles is designed with managing incidents. A Service Desk service desk type has a high first-time resolution rate and provides a wide range of services.
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