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ITIL-FOUNDATION · Question #407

Which of these statements about Service Desk staff is CORRECT?

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.

Know the purpose of the ITIL practices

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

How the community answered

(43 responses)
  • B
    88% (38)
  • C
    5% (2)
  • D
    7% (3)

Why each option

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.

AService Desk staff should be recruited from people who have high levels of technical skill

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.

BThe Service Desk can often be used as a stepping stone for staff to move into other moreCorrect

ITIL guidance explicitly states that the Service Desk can serve as a career development pathway, allowing staff who demonstrate aptitude to move into more technical or specialized roles. This approach helps motivate staff and supports broader organizational talent development, making it a recognized benefit of a well-run Service Desk.

CThe Service Desk should try to have a high level of staff turnover as the training requirements are

High staff turnover is counterproductive because it increases training costs, reduces service consistency, and negatively impacts the quality of user support.

DService Desk staff should be discouraged from applying for other roles as it is more cost effective

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

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

Topics

#service desk#staff management#career development#service operation

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