AF-EITSM 2.0 Service Desk e-Learning Questions and Answers 2024/2025
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Course
AF-EITSM
Institution
AF-EITSM
What is the primary goal of the problem management process?
Reduce the number of incident requests
For an incident request, which of the following option you should select to indicate locations or
organizations affected by the incident request's CIs
Advanced Function > Impacted Area...
IT Home > Applications > Incident Management > New Incident
Which role uses the Incident Request Tracking step of the Incident Management process when
dealing with SLA escalations or reassignment notifications?
Group Coordinators
During which of the following incident management procedures does a group coordinator
escalates the incident request to the service owner (if the request has escalated because it
exceeded an SLA)?
Incident Request Tracking
Which of the following Service Request Console users is responsible for troubleshooting service
requests?
Request Master
AF HR Support is unable to resolve several incident requests related to e-mail server access.
Also, she is unable to determine the root cause of this disruption. But she is very much sure that
there is no infrastructure change required. What would you advise AF HR Support to do in this
case?
Start a new problem investigation
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