Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following is a primary function of the service desk?

1. Change management

2. Incident management

3. Service asset management

4. Problem management

The correct answer is: Incident management

The service desk serves as the primary point of contact for users to report incidents and request services. Its core function revolves around managing incidents to restore normal service operation as quickly as possible, minimizing impact on the business and ensuring that agreed service levels are maintained. Incident management is an essential aspect of service management practices that focuses on identifying, logging, categorizing, prioritizing, and resolving incidents. The service desk plays a crucial role here by providing support for users who experience issues and acting as a coordination point for the resolution process. While change management, service asset management, and problem management are all essential ITIL processes, they are not the main responsibilities of the service desk. Change management involves managing changes to IT services, service asset management focuses on tracking and managing service assets, and problem management seeks to identify and remove the root causes of incidents. The service desk primarily facilitates incident management, ensuring users have a reliable channel for problem reporting and support.