ITPEC IP April 2021 Question 60
ITPEC IP April 2021 — Question 60 of 100
A service desk receives, records, classifies, and coordinates user inquiries and service requests. It acts as the single point of contact, provides initial support, tracks tickets, communicates status, and escalates unresolved cases to appropriate support groups.
Answer (d)
Why not others:
- eliminating root causes is problem management
- installing updated software is a release, deployment, or change activity
- centralized control of service changes is change management
Key rule: The service desk is the user-facing contact function; specialized management practices resolve underlying problems and control changes.
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