The primary purpose of the service desk practice, according to ITIL 4, is to capture demand for incident resolution and service requests. The service desk acts as the communication point for IT users, ensuring that their issues and requests are recorded and handled. This function is critical for maintaining service quality and efficiency, as it allows the organization to quickly respond to incidents and ensure user needs are met.
Option B descres the purpose of incident management, not the service desk.
Option C refers to problem management, which focuses on identifying and reducing potential causes of incidents.
Option D describes monitoring and event management, which involves systematically observing services and components.