ITIL · Question #166
Which of the following is the BEST description of a centralized service desk?
The correct answer is D. There is a single desk in one location serving the whole organization. ITIL defines several service desk structures, each with distinct characteristics. A centralized service desk consolidates all support into a single physical location for the entire organization.
Question
Which of the following is the BEST description of a centralized service desk?
Options
- AThe desk is co-located within or physically close to the user community it serves
- BThe desk uses technology and other support tools to give the impression that multiple desk locations
- CThe desk provides 24 hour global support
- DThere is a single desk in one location serving the whole organization
How the community answered
(24 responses)- A8% (2)
- B4% (1)
- D88% (21)
Why each option
ITIL defines several service desk structures, each with distinct characteristics. A centralized service desk consolidates all support into a single physical location for the entire organization.
A desk co-located near its user community describes a local service desk, not a centralized one.
Using technology to simulate multiple locations describes a virtual service desk, which is a distinct ITIL structure.
Providing 24-hour global support describes a follow-the-sun model, which is a specific configuration that can exist independently of centralization.
A centralized service desk is defined in ITIL as a single desk operating from one location that handles all incidents and service requests for the whole organization. This structure reduces costs and allows consistent processes but may be less responsive to local needs compared to a local desk.
Concept tested: ITIL service desk structural types and definitions
Topics
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