Which TWO of the following items is a service desk MOST LIKELY to capture?

Theservice deskis primarily responsible for handlingservice requestsandincidents. Aservice requestrefers to user requests for information, advice, or access to a standard service, while anincidentrefers to an unplanned interruption or reduction in the quality of an IT service. These are the two most common types of interactions captured by the service desk.

Service Requests: Routine requests from users, such as password resets or access to applications.

Incidents: Issues affecting the availability or performance of services that need to be addressed promptly.

Option B ("2 and 3 - Service requests and Incidents")is the correct answer because these are the primary types of requests handled by the service desk​​.

Incorrect Options:

Option A (Problems): Problems are handled by problem management, not typically captured by the service desk.

Option C (Changes): Changes are managed by change enablement, not the service desk.