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.

• Resolves 60% or more of incoming incidents and requests without any escalation
• Improves customer satisfaction significantly, when first level resolution is at 50% or more
• Reduces costs and time to fix incidents
• Keeps businesses running efficiently

To introduce and maintain a successful service desk, it is essential that:

• Business needs are understood
• Customer requirements are understood
• Investment is made in training for service desk staff
• Service objectives, goals and deliverables are clearly defined
• Service levels are practical, agreed, and regularly reviewed