ITPEC IP April 2025 Question 59
ITPEC IP April 2025 — Question 59 of 100
Handle and record inquiries from users — the service desk is the central point of contact between users and the service provider.
It receives incidents and service requests, records and categorizes them, provides initial support, communicates status, and escalates unresolved work to appropriate specialists. This preserves a consistent user-facing channel and traceable history.
Answer (d)
Why not others:
- (a) finding and eliminating root causes is problem management
- (b) implementing an update is performed through technical and change or release processes
- (c) centralized authorization and control of service changes is change enablement or change management
Key rule: The service desk owns user communication and intake, while specialized practices own root causes, changes, releases, and technical implementation.
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