Ashford Global IT
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Orlando, Florida 32810
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Service Operation Functions: The Service Desk
In terms of functions in the Service Operation phase of the Service Lifecycle, the Service Desk is perhaps one of the most critical elements involved. The Service Desk is the main point of contact for user and customer issues. The Service Desk is also responsible for handling various service interruptions. These issues and interruptions are generally reported to the Service Desk through phone calls, internet requests, and automatic reporting, depending on the infrastructure of the business or organization.
The primary objective of the Service Desk is to ensure that 'normal service' is maintained or restored as quickly as possible, no matter what issue(s) may cause a service not to operate as it should. Meeting this objective requires a high level of skill and training, which can be obtained through proper ITIL® training programs.
There are many benefits to the Service Desk and its function in an IT department including improved customer service, increased communication and accessibility, higher quality response to user or customer requests, improved teamwork, and enhanced focus with a proactive approach to the provision of service. Without the proper organizational structure, implementation, and support staff, no Service Desk will be effective at what they are trying to accomplish. One goal of ITIL is to implement this function along with the others in the Service Lifecycle so that they are interconnected and can easily be related to one another for the most effective IT Service Management possible within the organization.
