ITIL · Question #63
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
The correct answer is C. Service desk. ITIL defines three recognized types of service providers - Internal (Type I), Shared Services Unit (Type II), and External (Type III) - and the service desk is a function, not a provider type.
Question
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Options
- AInternal
- BExternal
- CService desk
- DShared services unit
How the community answered
(54 responses)- A4% (2)
- B2% (1)
- C93% (50)
- D2% (1)
Why each option
ITIL defines three recognized types of service providers - Internal (Type I), Shared Services Unit (Type II), and External (Type III) - and the service desk is a function, not a provider type.
Internal (Type I) is a recognized ITIL service provider type where IT services are delivered by an embedded unit within the same business unit it serves.
External (Type III) is a recognized ITIL service provider type where IT services are provided by an external organization under a formal contract.
The service desk is an ITIL function (a team or group of people and the tools they use to carry out a process), not one of the three recognized service provider types defined in ITIL Service Strategy. Classifying it as a service provider type would conflate organizational structure with service delivery model.
Shared Services Unit (Type II) is a recognized ITIL service provider type where a shared internal IT unit serves multiple business units within the same organization.
Concept tested: ITIL service provider types I, II, and III
Source: https://www.axelos.com/resource-hub/glossary/service-provider
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