ITIL v3 Foundation Certification. Service Desk. What is Service Desk. A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL).
ITIL v3 Foundation Certification
What is Service Desk
A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL).
It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.
The Service Desk function is known under several titles (often interpreted as having increasing levels of business relevance) including:
Why a Service Desk?
Provide a single point of contact for Users
Deliver high quality support to meet business goals
Help identify costs of IT services
Support and communication for changes
Increase user perception and satisfaction
Assist identification of business opportunities
To generate and mails reports of activities/services
Service Desk Workflow
Service Desk Responsibilities
Types of Service Desk
Local Service Desk
Central Service Desk
Virtual Service Desk
Follow the Sun
Benefits of Service Desk