Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following are the main objectives for the service desk?

1. To provide management information

2. To restore normal service to the users as quickly as possible

3. To manage the incident through its lifecycle

4. All of the above

The correct answer is: To manage the incident through its lifecycle

The main objectives of the service desk are multi-faceted, focusing on maintaining the efficiency and effectiveness of IT services and ensuring user satisfaction. One of the primary objectives is indeed to manage incidents through their lifecycle. This management process involves identifying, logging, categorizing, prioritizing, investigating, and resolving incidents. This ensures that incidents are handled systematically and that users receive timely updates, ultimately leading to a swift recovery from service disruptions. While the other options, such as providing management information and restoring normal service to users quickly, are important functions of the service desk, they are considered part of the broader scope of incident management rather than main objectives. Managing incidents effectively allows the service desk to achieve those other functions as they play a critical role in the overall IT service management framework. By maintaining a structured approach to incident management, the service desk not only aims to resolve issues but also to gather valuable data that can improve service delivery in the future.