The performance of a service desk is an indicator of the overall health of an organization’s IT. As well as being a key business function, the service desk enables organizations to thrive.
Cost reductions are a necessity in today’s economy and internal support groups are a frequent cost reduction target. Service desks need to ensure that their services are clearly defined and aligned with business needs.
The service desk is a single point of contact (SPOC) for end users who need assistance/help.
To introduce and maintain a successful service desk, it is essential that: