ITIL-FOUNDATION · Question #97
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
The correct answer is C. Outsourced. ITIL Service Operation defines exactly three service desk structural types: Local, Centralized, and Virtual. Outsourced is a sourcing strategy, not a recognized service desk type in this framework.
Question
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Options
- ALocal
- BCentralized
- COutsourced
- DVirtual
How the community answered
(19 responses)- A5% (1)
- C89% (17)
- D5% (1)
Why each option
ITIL Service Operation defines exactly three service desk structural types: Local, Centralized, and Virtual. Outsourced is a sourcing strategy, not a recognized service desk type in this framework.
Local service desk is a recognized ITIL type where the desk is situated close to or within the user community it serves, making it one of the three valid types.
Centralized service desk is a recognized ITIL type where a single desk serves an entire organization from one physical location, reducing costs and improving consistency.
ITIL Service Operation recognizes only Local, Centralized, and Virtual as the three service desk structure types. Outsourcing describes a procurement or delivery strategy for IT services broadly, not a structural classification of a service desk. Because it does not describe how a desk is organized or located, it is not listed among the ITIL-defined types.
Virtual service desk is a recognized ITIL type where geographically dispersed staff use technology to present themselves as a single, unified service desk.
Concept tested: ITIL Service Operation service desk structure types
Source: https://www.axelos.com/certifications/itil-service-management
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