ITPEC IP April 2025 Question 59

Handling and recording inquiries from users — the service desk is the single point of contact between users and the IT service provider.

The service desk takes calls, e-mails and chat requests, records each one, gives first-line answers or workarounds, and escalates what it cannot solve to specialist teams, keeping the user informed until the inquiry is closed.

Answer (d)

Why not others:

• •(a) — finding and removing the root cause of incidents so they do not recur is problem management
• •(b) — installing updated software in production is release and deployment management
• •(c) — centralized control of changes to a service is change management

Key rule: The service desk receives, records and routes; problem management removes causes; change management approves changes; release management deploys them.

Service Management · AI-written, may contain errors