Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk Staff

Question

Quizplus · Accepted Answer

1. Functional escalation is important to ensure that incidents are resolved quickly and the right resources are involved in the resolution process. 
2. While all calls to the Service Desk may not necessarily be incidents, it is important to log and categorize them appropriately in case they turn out to be incidents or service requests. 
3. Service requests are typically handled by the Service Desk staff, as they are usually routine requests that do not require specialized knowledge or resources.

Which of These Is/are TRUE? 1