ITIL 4 Specialist – Monitor, Support and Fulfil — Question 2

Which practice capability level indicates that the service desk practice achieves its purpose in a highly organized way?

Answer options

• A. Level 1
• B. Level 2
• C. Level 3
• D. Level 4

Correct answer: D

Explanation

Level 4 represents the highest degree of organizational effectiveness for the service desk practice, ensuring that it meets its objectives efficiently. Levels 1 through 3 indicate varying degrees of maturity and organization, but none reach the level of structured operation that Level 4 embodies.