Trending Now

Streamlining Vaccine Development during a Global Health Crisis – An Imaginary PRINCE2 Case Study
PMBOK Guide Tips for Managing Change and Uncertainty in Projects
How to Apply PRINCE2 Methodologies in Real-World Projects
What is PRINCE2® 7? A Simple Explanation for Beginners
Project Management Certification in the United States of America
The Evolution of Project Management: From Process-Based to Principles-Based Approaches
Mastering ITIL and PRINCE2 for Enhanced Project Outcomes in Indian GCCs
Exploring the Eight Project Performance Domains in the PMBOK® Guide
PMI Best Practices for Project Management Across Different Environments
Your Ultimate Project Management Guide: Explained in Detail
Top Benefits of PRINCE2 for Small and Medium Enterprises
Best Project Management Certifications of 2025
The Importance of Tailoring PRINCE2 to Fit Your Organization's Needs
Resolve Slash URLs & Learn 301 vs. 308 Redirects Effectively
What is a standard change in ITIL 4?
Which practice provides a single point of contact for users?
What is the first step of the guiding principle 'focus on value'?
Which is a benefit of using an IT service management tool to support incident management?
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
What should be included in every service level agreement?
What are the two types of cost that a service consumer should evaluate?
The Business Case for SAFe®: Solving Modern Challenges Effectively
Which ITIL concept describes governance?
How does ‘service request management’ contribute to the ‘obtain/build’ value chain activity?
Which practice is the responsibility of everyone in the organization?
How Kaizen Can Transform Your Life: Unlock Your Hidden Potential
Unlocking the Power of SAFe®: Achieving Business Agility in the Digital Age
What is DevOps? Breaking Down Its Core Concepts
Which is a purpose of the ‘service desk’ practice?
Identify the missing word(s) in the following sentence.
Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?
How does categorization of incidents assist incident management?
What is the definition of warranty?
Identify the missing word in the following sentence.
Which two needs should ‘change control’ BALANCE?
Which value chain activity creates service components?
Kaizen Costing - Types, Objectives, Process
What Are ITIL Management Practices?
What are the Common Challenges in ITIL Implementation?
How Do You Align ITIL with Agile and DevOps Methodologies?
How Can ITIL Improve IT Service Management?
What is DevSecOps? A Complete Guide 2025
How to do Video Marketing for Audience Engagement?
What is Site Reliability Engineering (SRE)?
The History of DevOps: Tracing Its Origins and Growth
Mastering Business Agility: A Deep Dive into SAFe®
Which statement is true about a Value Stream that successfully uses DevOps?
How Do I Prepare for the ITIL 4 Foundation Exam?
What is the Purpose of the ITIL Foundation Certification?
SIAM Global Survey 2023 Insights: The Future of IT Service Management
Comprehensive Guide to ITIL 4 Key Concepts of Service Management
What is ITIL? Guide to ITIL 4, Certification, and Best Practices
Top 10 Benefits of ITIL v4 Foundation Certification
What is GitOps: The Future of DevOps in 2024
Kaizen Basics: Continuous Improvement Strategies for Your Business
The Role of Observability in Site Reliability Engineering (SRE)
The Role of Monitoring in Site Reliability Engineering (SRE)
ITIL Structure: Key Components and Lifecycle Stages Explained
12 Principles of Project Management - PMBOK® 7th Edition
Four Dimensions of IT Service Management in ITIL4
ITIL Certification Cost - Comprehensive Guide 2024
Site Reliability Engineering (SRE): A Comprehensive Guide
Site Reliability Engineering (SRE): Core Principles Explained
SRE’s Proactive Approach to Problem-Solving: Enhancing IT Reliability
The Evolution of Site Reliability Engineering: A Comprehensive Guide
ITIL & AI: Revolutionizing Service Excellence
The ITIL 4 Service Value System: A Comprehensive Guide
Key Benefits of Site Reliability Engineering (SRE) - A Deep Dive for Modern IT
The Importance of SRE in Modern IT: Boost Reliability and Efficiency
ITIL V4 Major Changes and Updates: Navigating the New Era of IT Service Management
COBIT 5 vs COBIT 2019: Differences and more
Preparing for ITIL 4 Foundation: Key Learning Objectives You Need to Know
Tips to Clear ITIL 4 Certification in 2024
Top 6 Most-in-Demand Data Science Skills
Six Sigma Black Belt Certification- Benefits, Opportunities, and Career Values
Top 7 Power BI Projects for Practice 2024
Kaizen- Principles, Advantages, and More
Business Analyst Career Path, Skills, Jobs, and Salaries
What is AWS? Unpacking Amazon Web Services
SAFe Implementation Best Practices
The Role of Site Reliability Engineering in Healthcare IT
The Importance of Career Guidance for Students: Navigating the Path to a Successful Future
Why Combining Lean and Agile is the Future of Project Management
Understanding Agile Testing: A Comprehensive Guide for 2024 and Beyond
Benefits of PRINCE2 Certification for Individuals & Businesses
Importance of Communication in Project Management
The Future of DevSecOps: 8 Trends and Predictions for the Next Decade
The Complete Guide to Microsoft Office 365 for Beginners
Organizational Certifications for Change Management Training
Product Owner Responsibilities and Roles
Agile Requirements Gathering Techniques 2024
Project Management Strategies for Teamwork
Agile Scrum Foundation Certification Guide (2025)
Major Agile Metrics for Project Management
5 Phases of Project Management for Successful Projects
Agile vs SAFe Agile: Comparison Between Both
Embrace Agile Thinking: Real-World Examples
What are the 7 QC tools used in quality management?
The Role of Big Data on Today's Business Strategies
PMP Certification Requirements: Strategies for Success
itil-4-purpose-of-service-desk

Which is a purpose of the ‘service desk’ practice?

Picture of SPOCLEARN
SPOCLEARN
Upskill and Reskill in industry-recognized certification courses to become a Global Professional.

A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B. To maximize the number of successful IT changes by ensuring risks are properly assessed

C. To capture demand for incident resolution and service requests

D. To set clear business-based targets for service performance

Correct Answer

C. To capture demand for incident resolution and service requests


Detailed Explanation

In ITIL 4, the Service Desk practice is designed to be the single point of contact between the service provider and its users, primarily responsible for capturing demand for incident resolution and service requests. The Service Desk facilitates efficient service management by addressing user issues and fulfilling requests, thus maintaining a high standard of user satisfaction and operational continuity.

Core Functions of the Service Desk

The Service Desk acts as a central hub where users can communicate service-related issues and requests. It plays a vital role in ensuring that all user needs are addressed promptly and that incidents are routed to the appropriate teams for resolution.

1. Capturing Incidents and Service Requests: The primary function of the Service Desk is to record and manage incidents and service requests. By capturing these demands, the Service Desk ensures that user needs are logged, prioritized, and addressed systematically.

2. Facilitating Communication: The Service Desk keeps users informed of the status of their incidents and requests, providing updates and setting expectations. This transparency builds trust and enhances the user experience.

3. Enhancing User Satisfaction: By providing timely assistance, the Service Desk directly contributes to user satisfaction. This practice is essential in building a positive relationship between users and the service provider.

4. Routing and Escalating: When incidents require specialized attention, the Service Desk routes them to the relevant support teams. This efficient escalation ensures that incidents are resolved by the most qualified personnel, minimizing downtime.

Real-World Example

Consider a financial organization where employees rely on a central Service Desk to report issues, such as connectivity problems or software errors. When an employee experiences a login issue, they contact the Service Desk, which captures the incident and provides a resolution. This support reduces downtime and ensures the employee can resume work promptly.

Importance of the Service Desk in ITIL 4

The Service Desk is critical for maintaining operational efficiency and ensuring smooth user interactions. By acting as a single point of contact, it enables a structured approach to handling incidents, ultimately contributing to improved service quality and user satisfaction.

Next – Which ITIL 4 Activity Involves Contract Negotiation?

Leave a Reply

Your email address will not be published. Required fields are marked *

Follow us

2000

Likes

400

Followers

600

Followers

800

Followers

Subscribe us