ITPEC IP October 2025 Question 61
Which of the following is the most appropriate department for setting up a service desk that is a single point of contact for queries on the usage method of the internal system?
Explanation
The department in charge of incident management — the service desk is the users' single point of contact, and its first job is to restore normal service, which is what incident management does.
The service desk receives every inquiry from users, whether a question on how to use the internal system, a request or a fault report. It records each one, answers what it can at the first line, escalates the rest to specialist teams and keeps the user informed until the matter is closed. Handling these contacts quickly and getting users working again is the goal of incident management, so the desk is set up in, and works as the front of, the department in charge of that process.
Answer (a)
Why not others:
- •(b) — configuration management records the configuration items (hardware, software, documents) and their relationships; it has no contact with users
- •(c) — change management assesses and approves changes to services and systems, a control process behind the scenes
- •(d) — release management builds, tests and deploys approved changes into the live environment; it does not take users' queries
Key rule: The service desk is a function, the single point of contact for users; incident management is the process it drives, restoring normal service as quickly as possible.
Service Management · AI-written, may contain errors
This question comes from an official ITPEC past paper. ITPEC Practice is an independent study tool and is not affiliated with ITPEC. See the official IP past-paper collection or Report an issue.