Question

Paul is researching models for implementing an IT help desk and would like to draw upon best practices in the industry. Which one of the following standard frameworks would provide Paul with the best guidance?

a. ISO
b. ITIL
c. COBIT
d. PCI DSS

Answer 1

The ITIL framework is best for implementing an IT help desk, as it provides detailed practices for IT service management, aligning with business needs.

Therefore, the correct answer is: option b). ITIL

Step-by-step explanation:

ITIL is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business.

When researching models for implementing an IT help desk, the standard framework that provides the best guidance is also the ITIL (Information Technology Infrastructure Library).

It is widely accepted in the industry as the best practice framework for IT service management and includes processes for service desk management, incident management, and problem management, among others.

Although other frameworks mentioned, such as ISO, COBIT, and PCI DSS, offer guidance on IT governance, risk management, and security, ITIL is specifically tailored to help desk operations and providing IT services.