The Service Desk Goal and objectives

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The well-crafted Service Desk Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Desk 

 

The primary goal of the Service Desk is to support the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing various supporting activities. Other objectives include:
* To act as a single point of contact for all user incidents, requests and general communication
* To restore ‘normal service operation’ as quickly as possible in the case of disruption
* To improve user awareness of IT issues and to promote appropriate use of IT services and resources
* To assist other the other IT functions by managing user communication and escalating incidents and requests using defined procedures.

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