Question

A mid-sized company finds its service desk staff are overwhelmed handling repetitive phone calls for common tasks. Management wants to improve efficiency while maintaining good user experience. Which approach best reflects the intended role of a modern service desk in ITIL 4?

Accepted Answer

Provide multiple contact channels including self-service portals and chatbots so users can resolve common needs, while the desk focuses on triage, communication, and coordination

Answer

Restrict all user contact to phone only, so agents can control the flow and log every interaction consistently

Answer

Reassign the service desk to focus exclusively on diagnosing and permanently fixing the root causes of recurring issues

Answer

Eliminate the service desk entirely and route all requests directly to the technical resolver teams for faster handling