It is considered best practice to have the service desk handle service requests as part of the incident management process. This enables the service desk to accurately measure how effective their handling of service requests is.

Question

Quizplus · Accepted Answer

Service requests and incidents are managed as separate processes in IT service management. The service desk handles both, but they are tracked and managed differently to ensure each is addressed according to its specific requirements.

It Is Considered Best Practice to Have the Service Desk