ITPEC FE Morning April 2022 Question 58
In IT service management, which of the following is the most appropriate functional organization that provides a single point of contact and tries to rapidly restore normal service operations to users?
Explanation
Service desk — the single point of contact for users, which aims to restore normal service as quickly as possible.
The service desk receives and records all incidents and service requests, resolves what it can at the first line, escalates the rest to specialist teams, and keeps users informed until service is restored. Users need only one contact, whatever the problem.
Answer (a)
Why not others:
- •(b) Service management — the whole set of capabilities and processes for delivering IT services, not a function users contact
- •(c) Service provider — the organization that delivers services to customers as a whole; the service desk is one function inside it
- •(d) Supplier — a third party that supplies goods or services to the service provider, with no contact with the provider's users
Key rule: The function users contact is the service desk; incident management is the process it drives to restore service.
Service Management · AI-written, may contain errors
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