ITPEC IP October 2018 Question 60
ITPEC IP October 2018 — Question 60 of 100
A service desk serves as the users' contact point and receives and records their inquiries. It logs incidents and service requests, provides initial support, communicates status, and routes or escalates work to the appropriate support functions.
Answer (d)
Why not others:
- identifying root causes and preventing recurrence is problem management
- installing updated software is a release, deployment, or technical remediation activity
- centralized control of service changes is change management
Key rule: The service desk owns communication and intake as the single point of contact, while specialized management practices resolve underlying problems and control changes.
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