IT Helpdesk Management

A Service Desk is a primary IT service for in IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a 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 actual user of the service, while “Customer” refers to the entity that is paying for service.

ITIL regards a call center, contact center or a help desk as limited kinds of service desk which provide only a portion of what a service desk can offer. A service desk has a more broad and user-centered approach, seeking to provide the user with an informed single point of contact for all IT requirements. A service desk seeks to facilitate the integration of business processes into the service management infrastructure. In addition to actively monitoring and owning Incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing.

A service desk handles incidents and service requests, as well as providing an interface to users for other ITSM activities such as:

  • 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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IT Helpdesk

OUR EXPERTISE

  • Incident Management
  • Problem Management
  • Change Management
  • Security Management
  • Configuration Management

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