Which of the following is a service provided by the Service Desk?

Prepare for the ITIL Service Operation Exam with comprehensive multiple choice questions and flashcards. Each study question includes detailed explanations and hints. Ace your exam with tailored prep!

Handling service requests is a fundamental role of the Service Desk within the ITIL framework. The Service Desk acts as a primary point of contact for users to submit service requests, report incidents, and seek assistance. This function is critical because it ensures that user needs are addressed promptly and effectively, contributing to overall service quality and user satisfaction.

Service requests can include a variety of user needs, such as password resets, access requests, or the provision of new hardware or software. By efficiently managing these requests, the Service Desk helps to maintain operational continuity and support the broader goals of IT service management.

In contrast, regulating IT policies, setting performance targets, and overseeing infrastructure changes are more aligned with strategic or managerial functions within the IT organization. These tasks typically fall under different ITIL practices such as Governance, Continual Improvement, and Change Management, rather than the direct daily operational support that the Service Desk provides.

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