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.