Practical IT Service Management: A Concise Guide for Busy Executives

CHAPTER 3: SERVICE DESK FUNCTION

‘Business is not just doing deals; business is having great products, doing great engineering, and providing tremendous service to customers. Finally, business is a cobweb of human relationships.’

Ross Perot

What is a service desk?

This is a function under the service operation phase of the ITSM core life cycle. A service desk is a single point of contact for your business mangers and end-users to reach the IT department for resolving all their IT issues or technical troubles. This is where all questions, issues and requests are logged, recorded and followed prior to closure. A service desk is a functional unit consisting of a number of dedicated staff responsible for dealing with service events usually made via ...