The service desk is primarily responsible for handling service requests and incidents. A service

request refers to user requests for information, advice, or access to a standard service, while an

incident refers 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.