ITIL v4: Which statement about service desk is correct?

OPTIONS

• The service desk should work in close collaboration with support and development teams
• The service desk should rely on self-service portals instead of escalation to support teams
• The service desk should remain isolated from technical support teams
• The service desk should escalate all technical issues to support and development teams

ANSWER

The service desk should work in close collaboration with support and development teams

EXPLANATION

Support and development teams need to work in close collaboration with the service desk to present and deliver a joined up approach to users and customers.