ITIL Question #136: Real Exam Question with Answer & Explanation

The correct answer is B: 1, 2 and 3 only. The service desk performs logging, first-line investigation and diagnosis, and service restoration, but implementing all standard changes is a change management responsibility, not a service desk activity.

Question

Which of the following activities are performed by a desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Implementing all standard changes

Options

AAll of the above
B1, 2 and 3 only
C2 and 4 only
D3 and 4 only

Explanation

The service desk performs logging, first-line investigation and diagnosis, and service restoration, but implementing all standard changes is a change management responsibility, not a service desk activity.

Common mistakes.

A. Incorrect because activity 4 - implementing all standard changes - is not a service desk responsibility and belongs to the change management process.
C. This excludes logging (1) and service restoration (3), both of which are explicitly defined core service desk activities in ITIL.
D. This excludes logging (1) and first-line investigation and diagnosis (2), which are primary service desk activities, and incorrectly includes implementing all standard changes.

Concept tested. ITIL service desk function activities

Reference. https://wiki.en.it-processmaps.com/index.php/Service_Desk

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