Written by acmt sandeep verma Thursday, 05 March 2015 06:15
Information technology infrastructure library (ITIL) defines IT service desk as a major IT service within the field of IT service management (ITSM) that is aimed to provide Single Point of Contact (SPOC) to fulfill the requirements of both employees and users/customers.
In order to handle the issues of the customers or users, more number of organizations have executed an essential point of contact. IT service desk is such point of contact that can be classified into Help desk, Call center and Contact center depending on the rate of resolution and level of skill.
ITIL considers help desk, Call center and a Contact center as restricted service providers, while service desk is regarded in a wider aspect that aims to meet the IT requirements of the user by acting as a single point of contact for any of queries related to IT. It makes sure of establishing appropriate mechanisms for data analysis, generation and distribution effortlessly.
IT service desk acts a key point of contact between the users/customers and service providers on daily basis. It also handles service and incident requests, and provides user interface for ITSM activities, for example, financial management, release management, security management change management and configuration management.
A good IT service desk should enhance the user experience by the following means:
· Reducing the impact on businesses due to service failures
· Solving the requests with the least delay
· End user communication with the efficiency and effectiveness
Besides, it should also enhance the satisfaction of the organizations by managing IT costs.
For More Info: http://www.utsin.com/it-service-desk/