ITIL 4 Foundation — Question 199

Why and how is a user MOST LIKELY to contact the service desk?

Answer options

• A. To discuss the cause of an incident via a phone call
• B. To report a problem using a mobile app
• C. To request access to a resource via a self-service portal
• D. To authorize an emergency change via live chat

Correct answer: C

Explanation

The correct answer is C because self-service portals are specifically designed for users to request access to resources efficiently. Options A, B, and D represent valid interactions but are less common compared to the streamlined process of using a self-service portal for access requests.