ITIL · Question #8
Which of the following service desk organizational structures are described in service operation? 1. Local service desk 2. Virtual service desk 3. IT help desk 4. Follow the sun
The correct answer is A. 1, 2 and 4 only. ITIL Service Operation defines three service desk structures - local, virtual, and follow the sun - but does not define 'IT help desk' as a formal organizational structure.
Question
Options
- A1, 2 and 4 only
- B2, 3 and 4 only
- C1, 3 and 4 only
- D1, 2 and 3 only
How the community answered
(34 responses)- A94% (32)
- B3% (1)
- C3% (1)
Why each option
ITIL Service Operation defines three service desk structures - local, virtual, and follow the sun - but does not define 'IT help desk' as a formal organizational structure.
ITIL Service Operation formally describes four service desk structures: local service desk, centralized service desk, virtual service desk, and follow the sun. 'IT help desk' is not one of the recognized structures in the ITIL framework. Options 1 (local), 2 (virtual), and 4 (follow the sun) are all valid ITIL-defined structures, making A the correct combination.
Option 3 (IT help desk) is not an ITIL-defined organizational structure, making any combination including it incorrect.
Option 3 (IT help desk) is not a formal service desk structure in ITIL Service Operation, so this combination is invalid.
Option 3 (IT help desk) is not recognized as a formal ITIL service desk structure, eliminating this combination.
Concept tested: ITIL Service Operation service desk organizational structures
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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