ITIL 4 Foundation — Question 8

What actions does a service desk take for all issues, queries and requests that are reported to them?

Answer options

• A. Schedule, assess, authorize
• B. Diagnose, investigate, resolve
• C. Initiate, approve, fulfil
• D. Acknowledge, classify, own

Correct answer: D

Explanation

The correct answer is D because a service desk's primary responsibilities include acknowledging the receipt of issues, classifying them based on priority or type, and taking ownership to ensure they are addressed. The other options represent actions that may occur in different contexts but do not accurately describe the standard process for handling reported issues and requests at a service desk.