ITPEC FE Morning October 2019 Question 58

Located near the users, supporting different languages, cultures and VIPs — that is a local service desk.

Service desk structures differ in where the staff sit:

• •Local: a desk at or near each user site; it suits users with different languages, cultures or working hours and dedicated VIP support, but costs more
• •Centralized: one desk, or a few, at a single location handling all calls; staff are used efficiently and large call volumes are handled
• •Virtual: staff in several regions or departments are linked by communication technology so that users see one desk

Answer (a)

Why not others:

• •(b) — dispersed staff appearing as a single desk through communication technology is a virtual service desk
• •(c) — concentrating the desk at one or a few sites to deploy staff efficiently and handle many calls is a centralized service desk
• •(d) — integrating and managing all staff centrally, including those at dispersed sites, is central control; a local desk is set up and run separately at each user site

Key rule: Local puts the desk near the users, centralized puts it in one place, virtual makes scattered staff look like one desk; the choice weighs user diversity against cost and efficiency.

Service Management · AI-written, may contain errors