ITIL · Question #471
Which is NOT a service desk type described in the ITIL service operation guidance?
The correct answer is C. Outsourced. ITIL service operation defines exactly three service desk types - local, centralized, and virtual - making outsourced the option that does not appear in this list.
Question
Which is NOT a service desk type described in the ITIL service operation guidance?
Options
- ALocal
- BCentralized
- COutsourced
- DVirtual
How the community answered
(52 responses)- A4% (2)
- B2% (1)
- C94% (49)
Why each option
ITIL service operation defines exactly three service desk types - local, centralized, and virtual - making outsourced the option that does not appear in this list.
Local service desk is a recognized ITIL service desk type where support personnel are physically situated close to the user community they serve.
Centralized service desk is a recognized ITIL service desk type that consolidates all support functions into a single location.
ITIL service operation guidance explicitly defines three service desk structures: local (staff co-located near users), centralized (single location serving multiple sites), and virtual (geographically dispersed agents functioning as one unit). Outsourced is not defined as a distinct service desk type in ITIL service operation, though outsourcing is a general deployment consideration.
Virtual service desk is a recognized ITIL service desk type where agents are distributed across locations but present a unified interface to users.
Concept tested: ITIL service operation service desk structural types
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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