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A call comes into the Service Desk and it is not for an IT issue. What should you do?
Suggested Answer: A
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11 comments · newest first
IS
Isreal
12 months ago
Logging an incident seems unnecessary for non-IT calls.
MI
Michael
1 year ago
Wait, can we really just tell them to call someone else?
MI
Mitsue
1 year ago
I think C is the best option here.
JO
Johna
1 year ago
Definitely not D, that's a waste of time.
SK
Skye
1 year ago
Just route the call to the right person!
JU
Junita
1 year ago
I feel like trying to resolve their issue could lead to more confusion, especially if it's outside our scope. Routing seems safer.
SH
Shala
1 year ago
I recall a question about handling non-IT calls, and I think logging an incident might not be necessary unless it's related to IT somehow.
TO
Tommy
1 year ago
I'm not entirely sure, but I feel like we shouldn't just tell them it's not an IT issue. That could come off as rude.
TR
Tricia
1 year ago
I think we practiced something similar in our role-playing sessions. I remember that routing the call is usually the best option.
CH
Chauncey
1 year ago
Hmm, I'm not sure about this one. There are a few options that seem reasonable, but I'm not totally confident in my understanding of the best approach. I'll need to think it through carefully.
SA
Sanjuana
1 year ago
Alright, I've got this. The TOGAF Guidelines and Techniques category is the one that describes techniques referenced by both TOGAF Core and TOGAF Mandated processes. I'm going with option A.