Service Desk & its Importance?

What is a service desk?

ITIL's definition of a service center is as follows: “The only point of contact between the service provider and the users. A typical service center handles incidents and service requests and also manages communication with users. "

This definition may seem a bit formal and vague, so here is an easier way to express it: a service center is a communication center where customers (for example, employees or other stakeholders) can find the help of their IT service providers. As indicated in the ITIL service center definition, this help can take the form of resolving incidents or performing service requests, but regardless of the type of help provided, the purpose of a service center is to provide high-quality customer service. offer quality in a timely manner.

Service offices often also include various ITSM activities. For example, a service center typically includes ITSM activities, including service request management, incident management, knowledge management, self-service, and reporting. There are also generally strong links to problem and change management processes.

An IT service center helps clients resolve incidents or manage service requests, creates and manages service knowledge, offers self-service to customers who want to resolve incidents quickly and independently, and provides team statistics and tool effectiveness. Service desks can contain more or less, but the point is that they are a robust, service-oriented, customer-focused way of providing IT support to customers.

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