As CIO’s focus shifts to the biggest trends in IT – security, mobility, cloud services, CRM, consolidation and budget/cost control – service desk has a more broad and user-centered approach, seeking to provide the user with an informed single point of contact for all IT requirements. A service desk seeks to facilitate the integration of business processes into the service management infrastructure.

In addition to actively monitoring and owning Incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing.

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