The Service Desk
Overview
The main objective of the Service Desk, but not its only objective, is to serve as a point of contact between users and IT Services Management.
As it is understood today, the Service Desk has to act as the nerve centre of all the service support processes:
- Logging and monitoring incidents.
- Applying temporary solutions to known errors in collaboration with Problem Management.
- Working with Configuration Management to ensure that the relevant databases are up-to-date.
- Managing changes asked for by customers through service requests in collaboration with Change Management and Version Management
But it also has to play an important business support role, identifying new opportunities through its contact with users and customers.
