Which of the following describes the purpose of the service desk practice desk practice?

Which of the following describes the purpose of the service desk practice desk practice?
A . To ensure that the demand tor incident resolution and service requests is captured
B . To minimize the negative impact of incidents by restoring normal service operation as quickly possible
C . To reduce the likelihood and impact of incidents by Identifying, actual and potential causes of incidents
D . To systematically observe services and service components, and record and report selected changes of state

View Answer

Answer: A

Explanation:

The primary purpose of the service desk practice, according to ITIL 4, is to capture demand for incident resolution and service requests. The service desk acts as the communication point for IT users, ensuring that their issues and requests are recorded and handled. This function is critical for maintaining service quality and efficiency, as it allows the organization to quickly respond to incidents and ensure user needs are met​.

Option B describes the purpose of incident management, not the service desk.

Option C refers to problem management, which focuses on identifying and reducing potential causes of incidents.

Option D describes monitoring and event management, which involves systematically observing services and components.