Chapter 5. Service Desk – Where the Value Is Realized

While we've now seen some of the most important processes in IT Service Management, we haven't encountered any functions until now. We discussed the difference between a process and a function in Chapter 1, Conceptualizing IT Service Management, and now we're at the right juncture to see the first and the most important function within the ITSM Helpdesk.

Obviously, processes alone cannot deliver effective service operations. A stable infrastructure and skilled people are equally important for achieving this. These groups of people utilize the capability of the infrastructure to execute the defined processes, in order to help deliver value to the business.

In this chapter, we'll see why the Service ...

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