ITIL 4 Foundation Practice Exam

Which practice captures demand for incident resolution and service requests?

1. Service Management

2. Service Desk Practice

3. Service Level Management

4. Service Financial Management

The correct answer is: Service Desk Practice

The practice that captures demand for incident resolution and service requests is the Service Desk Practice. This practice serves as the primary point of contact between service consumers and the service provider. Its main role includes handling customer inquiries, managing incidents, and processing service requests effectively. By acting as the front line for incident management, the Service Desk Practice ensures that users can report issues or request services easily, helping to prioritize and route these demands appropriately within the IT organization. This centralization simplifies communication and enhances user experience by providing timely support and resolutions. The other practices listed do not mainly focus on capturing demand for incident resolution and service requests. For instance, Service Management encompasses a broader scope of service delivery and management activities, while Service Level Management focuses specifically on maintaining and negotiating service levels with stakeholders. Service Financial Management deals primarily with budgeting and accounting for IT services rather than user demands for incident resolution or service requests. Thus, the Service Desk Practice is correctly identified as the primary practice in this context.