ITIL-FOUNDATION Question #407: Real Exam Question with Answer & Explanation

The correct answer is B: The Service Desk can often be used as a stepping stone for staff to move into other more. ITIL recognizes the Service Desk as a valid career stepping stone, where staff can gain experience and transition into more specialized IT roles within the organization.

Question

Which of these statements about Service Desk staff is CORRECT?

Options

AService Desk staff should be recruited from people who have high levels of technical skill
BThe Service Desk can often be used as a stepping stone for staff to move into other more
CThe Service Desk should try to have a high level of staff turnover as the training requirements are
DService Desk staff should be discouraged from applying for other roles as it is more cost effective

Explanation

ITIL recognizes the Service Desk as a valid career stepping stone, where staff can gain experience and transition into more specialized IT roles within the organization.

Common mistakes.

A. ITIL does not require Service Desk staff to have high technical skills - they primarily need strong communication and customer service abilities with sufficient technical knowledge to handle common issues.
C. High staff turnover is counterproductive because it increases training costs, reduces service consistency, and negatively impacts the quality of user support.
D. Discouraging staff from pursuing other roles lowers morale and increases turnover, directly conflicting with ITIL guidance that the Service Desk is a stepping stone for career progression.

Concept tested. ITIL Service Desk staffing and career development guidance

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

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