Capability levels in ITIL describe how well a practice is structured and integrated within an
organization. For the service desk practice, the capabilities range from ad-hoc (Level 1) to highly
optimized and continually improving (Level 4).
Level 1 (Initial): The practice is informal, unstructured, and inconsistent.
Level 2 (Basic): The practice starts to systematically achieve its purpose but may lack refinement.
Level 3 (Defined and Organized): The practice is well-defined, with clear roles and responsibilities.
There is effective collaboration with other teams, and the practice operates in a coordinated and
organized manner, which aligns with the description provided in the question.
Level 4 (Optimized and Continually Improving): The practice not only achieves its purpose but is
continually optimized.
Since the question mentions a "dedicated team of skilled agents" that "effectively interacts with
other teams and practices," this suggests a well-defined and organized level, which corresponds to
Level 3 (Defined and Organized).
