ITPEC IP April 2023 Question 58
ITPEC IP April 2023 — Question 58 of 100
A service desk receives and records user inquiries and acts as a single point of contact. It logs incidents and service requests, provides initial support, communicates status, routes unresolved cases, and maintains records through closure. This gives users a consistent contact channel and enables tracking.
Answer (d)
Why not others:
- (a) root-cause elimination and recurrence prevention are problem-management responsibilities
- (b) installing an update is a technical remediation performed through relevant change and deployment controls
- (c) centralized control of service changes is change-management responsibility
Key rule: The service desk owns user contact and coordination; specialized processes investigate root causes and control changes.
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