IPA IP 2026 Question 42

A question IPA Japan published in 令和8年度 ITパスポート試験公開問題問42, translated into English. ITPEC is based on the same exams.

Which of the following is the most appropriate description concerning a service desk?

a)A point of contact that receives reports of defects from users at the stage of acceptance testingb)A point of contact that receives inquiries from users at the stage after the system goes into operationc)A point of contact that receives questions from users at the stage of program developmentd)A point of contact that receives requests from users at the stage of requirements definition

Explanation

Receives inquiries from users after the system goes into operation — a service desk is the single point of contact of IT service management, which runs the system once it is live.

IT service management starts when development ends and the system is in operation. The service desk is the users' single point of contact (SPOC): it receives inquiries, requests and fault reports, records them, answers what it can (FAQ, known workarounds) and escalates the rest to second-line support. Its records feed incident management and problem management.

Answer (b)

Why not others:

•(a) — defects found in acceptance testing are reported to the development project before release, not to an operational service desk
•(c) — during program development the system has no users yet; questions then go through the project's own communication channels
•(d) — collecting user requests is the work of requirements definition in the development project, not a service desk

Key rule: The service desk belongs to the operation stage: one point of contact for users of a running service, which records every contact and escalates what it cannot solve.

Service Management · AI-written, may contain errors

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This question comes from the past questions IPA Japan publishes, translated into English by ITPEC Practice. ITPEC Practice is an independent study tool and is not affiliated with IPA or ITPEC. See the original paper (PDF) or Report an issue.