A Service Desk is a primary
contact in IT service called for in IT service management (ITSM) as defined by
the Information Technology Infrastructure Library (ITIL). They are Single Point
of Contact ("SPOC") to meet the communication needs of both Users and
IT employees but also to satisfy both Customer and IT Provider
objectives. "User" refers to the employees of the company and
“Customer” refers to the entity those are using company services.
Service desk handles the incident
and provides the interface for different ITSM activities:
- Incident management
- Problem management
- Configuration management
- Change management
- Release management
- Service-level management
- Availability management
- Capacity management
- Financial management
- IT service continuity management
- Security management
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