In ITIL service operation, which function is typically the first to respond to incidents?

The Service Desk is recognized as the primary point of contact for users when incidents occur. This function is responsible for managing the lifecycle of incidents, starting with the initial reporting of the issue.

When an incident is reported, the Service Desk gathers relevant information from the user to better understand the problem and classify it appropriately. They not only log the incident but also provide immediate assistance, resolving simple issues, and escalating more complex cases to the appropriate technical teams or support functions.

The Service Desk's role is vital because it ensures that users have a clear and efficient pathway to report issues and receive support. By acting as the first responder to incidents, the Service Desk plays a critical role in maintaining service continuity and minimizing downtime for users, thus contributing to overall service quality in the organization.

In comparison, while Technical Management, Application Support, and Infrastructure Management have important duties within the IT service management structure, they typically focus on specialized areas of support rather than being the initial point of contact for incident reporting.