ITPEC FE Morning October 2019 Question 58
ITPEC FE Morning October 2019 — Question 58 of 80
ITIL Service Desk Types — identify the local service desk structure.
A local service desk is physically located near the users it supports. Its key advantage is the ability to accommodate language differences, cultural needs, and provide dedicated support for VIP users.
ITIL defines three main service desk structures:
- Local — close to users, handles language/cultural needs
- Centralized — consolidated at a single site for efficiency
- Virtual — staff dispersed geographically but appear as one desk via technology
Why not others:
- (b) Describes a virtual service desk — dispersed staff using communication technology to appear unified
- (c) Describes a centralized service desk — concentrated at a single site for efficiency
- (d) Also describes a centralized approach — central management of all staff including remote ones
Key rule: Local = near the user (language, culture, VIP support); Virtual = dispersed but unified by technology; Centralized = one location for efficiency.
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