Request for services

Unplanned outages or interruptions to services

Feedback channels for improvement to existing services

Coordination and tracking of active requests and incidents

Local Service Desk: Service desk in each customer geographic location, independently managing support services

Central Service Desk: One service desk that supports all geographic locations and offers a consolidated picture of issues and requests across the organization

Virtual service Desk: Use technology to manage either of the first two types from any location

Integrated Service Management and Operations Management systems (For example, the Microsoft System Center Management product)

Advanced telephony systems (For example, auto-routing, hunt groups, Computer Telephony Integration (CTI), Voice Over Internet Protocol (VOIP))

Interactive Voice Response (IVR) systems

Electronic communication (Voice, video, mobile, intranet, Internet, and e-mail systems)

Knowledge, search, and diagnostic tools

Automated operations and Network Management tools

Receive calls and act as the first-line customer liaison

Record and track incidents and complaints

Keep customers informed on request status and progress

Make an initial assessment of requests, attempt to resolve them, or escalate as appropriate

Manage the request and issues life cycle, including closure and verification

Communicate planned changes and disruption to services

Coordinate hierarchical and functional escalations

Highlight customer and service desk personnel training opportunities

Monitor and track Service Level Agreements (SLA) and Operational Level Agreements (OLA)

Report on customer trends and service desk performance

Act to lower the total cost IT ownership

Support the integration and management of the service portfolio and catalogue

Make efficient use of resources and technology

Optimize investments and the management of business support services