Which of the following processes are performed by the service desk? 1. Capacity management 2. Request fulfillment 3. Demand management 4. Incident management

Capacity management and demand management are strategic and planning-level processes owned by dedicated process managers, not the service desk.

Demand management (item 3) is a service strategy process concerned with influencing customer demand, which is not a service desk function.

Request fulfillment (item 2) is a core service desk function because the desk acts as the single point of contact for users submitting service requests. Incident management (item 4) is equally central to the service desk role, as logging, categorizing, and resolving or escalating incidents is its primary operational responsibility. Both processes rely on the service desk as their main interface with end users.

Request fulfillment alone is too narrow; incident management is equally a core service desk process and must be included.