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ServiceDesk Plus 8.x Essential by Ankush Agarwal

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Understanding the value-adding responsibilities

Now that we've seen the critical responsibilities of the service desk, let's also discuss some of the most common value-adding activities that the service desk conducts:

Understanding Knowledge Management

The value of collecting and churning data to turn it into information, knowledge, and finally, wisdom, is well known across organizations. The service desk, being situated at the core of IT Service Management, is often considered the function best placed to collect data and maintain a Knowledge Management System. The service desk is also the first in line for event monitoring, and hence best placed to spot trends and to help prioritize the actions.

One of the most important modules in ServiceDesk Plus ...

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