ITPEC FE Morning April 2022 Question 58
ITPEC FE Morning April 2022 — Question 58 of 80
The question asks which functional organization provides a single point of contact and rapidly restores normal service operations.
- •Service desk handles incident reporting, request fulfillment, and first-line communication with users
- •It is defined in ITIL as the SPOC for all IT-related issues
Why not others:
- (b) Service management — a broad discipline for managing IT services, not a specific organizational function
- (c) Service provider — the entire organization delivering IT services, not a contact point
- (d) Supplier — an external third party providing components or resources to the service provider
Key rule: "Single point of contact" + "restore normal service" = Service desk (ITIL definition).
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