ITIL V4: Which is a purpose of the service desk practice?

Which is a purpose of the service desk practice?

OPTIONS

• To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
• To maximize the number of successful IT changes by ensuring risks are properly assessed
• To capture demand for incident resolution and service requests
• To set clear business-based targets for service performance

Answer:

To capture demand for incident resolution and service requests

Explanation:

The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.