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IT Service Desk

Revision as of 17:16, 24 March 2021 by User (talk | contribs)

The ITIL definition of the IT Service Desk (service operation) is the single point of contact between the service provider and the users. A typical service desk manages incidents and service requests and handles communication with the users. The service desk typically has a help desk component, but its overall goal is to be proactive in improving IT and business processes across the organization. The best service desks are constantly looking for opportunities to run all IT processes, including the help desk, more efficiently. Some key traits of the service desk are: