Exam ITIL-4-Foundation Topic 5 Question 91 Discussion

Actual exam question for ITIL's ITIL-4-Foundation exam
Question #: 91
Topic #: 5
What is the difference between the 'incident management' and 'service desk' practices?

Suggested Answer: A Vote an answer

A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).

by Larry at Apr 03, 2026, 09:59 AM

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