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

Which is a recommendation of the service desk practice?

OPTIONS

• Service desks should avoid the use of automation.
• Service desks should be highly technical.
• Service desks should understand the wider organization.
• Service desks should be a physical team in a single fixed location.

Answer:

Service desks should understand the wider organization.

Explanation:

Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users.