CHAPTER 13: VALUE STREAMS FOR USER SUPPORT: SERVICE DESK
This chapter explores key elements of the service desk practice. Those elements include:
•Purpose and description;
•Service empathy; and
•Practice success factors.
Purpose and description
Most of us have interacted with a service desk and we come away from that engagement with a positive or negative impression of the organisation. The service desk is often the first and only encounter we have with a service provider organisation – the other teams within the organisation are invisible to us. The service desk needs to deliver a great user experience (UX) and work to achieve high levels of customer satisfaction.
The purpose of the service desk is “to capture demand for incident resolution ...
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