ITPEC FE Morning October 2018 Question 57

Service Desk (SPOC) — the functional organization providing a single point of contact for users

The correct answer is a) Service desk.

A service desk is the single point of contact (SPOC) between users and the IT service organization. Its primary objective is to restore normal service operations as quickly as possible, minimizing business impact.

• •Single point of contact — all user requests, incidents, and queries go through one place
• •Rapid restoration — focuses on getting services back to normal, not necessarily finding root cause (that's problem management)

Why not the others:
- b) Service management — a broad discipline (e.g., ITIL framework) for managing IT services end-to-end, not a specific functional unit
- c) Service provider — the organization that delivers the service overall (internal IT dept or external company), not a contact function
- d) Supplier — an external third party that supplies components or services to the provider

Key rule: When you see "single point of contact" + "rapid restoration" → Service desk. This is a classic ITIL definition and appears frequently on the exam.

AI-generated — may contain errors