ITPEC IP October 2025 Question 61
ITPEC IP October 2025 — Question 61 of 100
The incident-management department is the appropriate home for the service desk — the desk acts as the single point of contact between users and IT service support.
It receives questions and incident reports, records and classifies them, provides first-line assistance, communicates status, and escalates unresolved cases. Questions about how to use an internal system fit this user-facing support role.
Answer (a)
Why not others:
- (b) configuration management maintains information about service components and their relationships
- (c) change management assesses and controls proposed changes to services
- (d) release management plans and controls deployment of approved software and components
Key rule: The service desk is the user contact function closely associated with incident handling and service restoration.
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