ITIL · Question #97
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
The correct answer is C. Outsourced. ITIL Service Operation defines three service desk structural types - local, centralized, and virtual. Outsourced is a sourcing model, not a recognized desk type.
Question
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Options
- ALocal
- BCentralized
- COutsourced
- DVirtual
How the community answered
(34 responses)- A3% (1)
- B3% (1)
- C94% (32)
Why each option
ITIL Service Operation defines three service desk structural types - local, centralized, and virtual. Outsourced is a sourcing model, not a recognized desk type.
Local service desk is a recognized ITIL type where the desk is co-located with the users it serves.
Centralized service desk is a recognized ITIL type that consolidates all user contacts into a single physical location.
Outsourced is not one of the three service desk types defined in ITIL Service Operation. The three recognized structures are local, centralized, and virtual; outsourcing is a delivery strategy, not a structural classification of a service desk.
Virtual service desk is a recognized ITIL type that uses technology to give the impression of a single centralized desk across multiple locations.
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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