A service desk is a functional unit made up of people responsible for dealing with a variety of service events.
While all the processes provide value to the business, the operational side is where the execution of the business is carried out and where the value is measured. This is the most visible side of the business. Additionally, it's the service desk which is the primary, and often the single, point of contact for the users, and hence, users perceive the organization from their experience with the service desk. The service desk also acts as the bridge between the users and the internal IT view. Even for cases where Technical or Application Management staff assistance is required, the service desk is generally the first point of contact for the users. The service desk can, hence, both compensate for the deficiencies, or vice versa, by creating a poor impression of an otherwise effective organization. That is why it's so important to get...