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ITIL-FOUNDATION · Question #166

Which of the following is the BEST description of a centralized service desk?

The correct answer is D. There is a single desk in one location serving the whole organization. ITIL defines four service desk structures, and a centralized service desk is specifically characterized by a single physical location serving the entire organization. It differs from local, virtual, and follow-the-sun models.

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Question

Which of the following is the BEST description of a centralized service desk?

Options

  • AThe desk is co-located within or physically close to the user community it serves
  • BThe desk uses technology and other support tools to give the impression that multiple desk locations
  • CThe desk provides 24 hour global support
  • DThere is a single desk in one location serving the whole organization

How the community answered

(47 responses)
  • A
    2% (1)
  • B
    2% (1)
  • C
    9% (4)
  • D
    87% (41)

Why each option

ITIL defines four service desk structures, and a centralized service desk is specifically characterized by a single physical location serving the entire organization. It differs from local, virtual, and follow-the-sun models.

AThe desk is co-located within or physically close to the user community it serves

Being co-located with or physically close to the user community it serves is the definition of a local service desk, not a centralized one.

BThe desk uses technology and other support tools to give the impression that multiple desk locations

Using technology and support tools to simulate multiple desk locations describes a virtual service desk, which hides its distributed nature from users.

CThe desk provides 24 hour global support

Providing 24-hour global support is characteristic of a follow-the-sun model, which relies on geographically distributed desks handing off across time zones.

DThere is a single desk in one location serving the whole organizationCorrect

A centralized service desk consolidates all support staff and functions into one location to handle incidents and requests for the whole organization, reducing overhead and improving consistency. This model contrasts with local desks that serve specific sites and virtual desks that use technology to simulate a unified presence across multiple locations.

Concept tested: ITIL centralized service desk structure

Source: https://www.axelos.com/certifications/itil-service-management

Topics

#service desk#centralized service desk#service desk structure#service operation

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