Practical IT Service Management, 2nd Edition

CHAPTER 4: 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?

A service desk is usually a single point of contact for your business managers 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 through until closure. A service desk is a functional unit consisting of a number of dedicated staff responsible for dealing with service events, usually made via telephone, e-mail or the Web. The type of service desk you need ...