Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following is NOT a valid type of service desk described within ITIL service operation?

1. Local service desk

2. Centralized service desk

3. Technical service desk

4. Virtual service desk

The correct answer is: Technical service desk

In the context of ITIL service operation, understanding the various types of service desks is crucial for effective incident management and service delivery. The local service desk, centralized service desk, and virtual service desk are all recognized formats of service desks within ITIL. The local service desk operates within a specific location, providing support tailored to a particular user base and allowing for face-to-face interaction. This type can enhance communication and foster relationships between support staff and users. The centralized service desk consolidates multiple service desks into one, offering a single point of contact for all users, which can streamline support operations and improve efficiency. The virtual service desk, leveraging technology, supports users regardless of their physical location, making it a modern solution to today’s remote working environment. However, the technical service desk is not commonly categorized as a distinct type of service desk within ITIL. While technical support is crucial for managing complex incidents, it usually operates as part of a broader service desk function or as a specialized team within a service desk rather than standing alone as a recognized service desk category. Understanding these distinctions helps clarify how support functions are organized and their respective roles in IT service management.