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eBook: IT service excellence tool kit

How to meet and exceed customer expectations to ensure customer retention.


Johannesburg, 19 Jun 2018

PART I: KEY FUNDAMENTALS AND BEST PRACTICES FOR IT SERVICE DELIVERY.

What is a service desk and why is it important to your TSP?

A service desk understands that information offers technology solution providers (TSPs) strategic advantages and ensures proper mechanisms are in place for the data to be analysed, produced and distributed seamlessly.

The best service desks manage information delivery by utilising Information Technology Infrastructure Library (ITIL) best practices to deliver these services.

According to the ITIL, a service desk is the single point of contact between users and IT service management. Tasks include handling incidents and requests, and providing an interface for other ITIL processes. The primary functions of the service desk are incident control, life cycle management of all service requests, and communicating with the customer.

Another definition of service desk is a centre that provides a single point of contact between a company's customers, employees and business partners. The service desk is designed to optimise services on behalf of the business and oversee IT functions. Thus, a service desk does more than ensure IT services are being delivered at that moment; it manages the various lifecycles of software packages used to provide critical information flow by utilising ITIL best practices.

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