Which of the following is the BEST description of a centralized service desk?
A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
A. The IT director
B. The process owner
C. The service owner
D. The customer