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Exam ITIL-4-Specialist-Monitor-Support-Fulfil Topic 1 Question 142 Discussion

Actual exam question for Peoplecert's ITIL-4-Specialist-Monitor-Support-Fulfil exam
Question #: 142
Topic #: 1
Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

Suggested Answer: B Vote an answer

The service desk is primarily responsible for handling service requests and incidents. A service request refers to user requests for information, advice, or access to a standard service, while an incident refers to an unplanned interruption or reduction in the quality of an IT service. These are the two most common types of interactions captured by the service desk.
Service Requests: Routine requests from users, such as password resets or access to applications.
Incidents: Issues affecting the availability or performance of services that need to be addressed promptly.
Option B ("2 and 3 - Service requests and Incidents") is the correct answer because these are the primary types of requests handled by the service desk.
Incorrect Options:
Option A (Problems): Problems are handled by problem management, not typically captured by the service desk.
Option C (Changes): Changes are managed by change enablement, not the service desk.

by Bancroft at Dec 07, 2025, 02:54 PM

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Here are all the actual test exam dumps for IT exams. Most people prepare for the actual exams with our test dumps to pass their exams. So it's critical to choose and actual test pdf to succeed.

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